Hello Everyone, I want to configure the SLA response and resolution for P1, but the requirement is like SLA should start based on caller's location zone like suppose if the user is in INDIA then IST , if Europe then CET like that.I have selected Tim...
Hello all,In my previous companies that used SN, in the tickets (all ticket types), under ..., Email (Compose Email), there used to be a dropdown list at the top near the paperclip to select the email template you wanted to apply. In our instance, as...
Hi I have a requirement to add a list action to resolve all selected incidents at once and need a pop up box/dialog box to fill the resolution code and resolution notes, so that resolution code and notes will be updated for all the selected records
How to set the default related search results to show knowledge articles- from known error, So when on an accepted major incident on the platform, the related search results is filtered as default to show knowledge articles from the known error knowl...
My requirement is to configure the fields 'state' and 'On hold reason' in the incident sys pop up view.The 'on hold reason ' field should be visible only when the state is on hold. I have written an ACL for this, as UI policy and Client script wont ...
Hi experts, I have couple of queries. 1. Why messages have different avatars? (VA and now). From where we can modify those avatars to add our custom avatar icon.2. From where we can modify the help texts like "please type your request" highlighted...
If user added an attachment on RITM it should add to sctasks if there are multile tasks it should be added to them and the same way if user add on sc task that should be added on RITM.Can anyone please let me know the best practise for this without h...
We have certain notifications on incident table which will be sent to users in BCC .Is there any way that BCC list can be shown in the notifications populated in activity log ? To , subject etc are visible but not bcc list Please suggest
I am trying to hide a subcategory option from all users that are not itil if a specific category is selected. Ie. category "IT Security" is selected then subcategory "Security Exception" is hidden from the list of subcategories. I am able to do th...
Hello,I'm a newbie in ServiceNow and currently we are switching from Jira to Service now.In our environment tickets are generated automatically by a health checks - in Jira and soon in SNOW (as an INC ticket). In Jira state of ticket is/was changed i...
In catalog, I want to calculate total ticket price based on two variables like source and destination.example:Variable:Buse Type: A/C Sleepersource: HyderabadDestination: ChennaiTicket Price: 1500Variable:Buse Type: Non A/C Sleepersource: HyderabadDe...
By using UI policy , i'm going to find the user 'group role . if the group role is itil_admin , will make the field editable for the particular user.
I'm trying to get the Priority 1 and Priority 2 incidents reports month wide, but getting empty column. Please help. Thanks in advance.
Based on the list field values i am setting priority and in the list if values are different priority will be with higher order based on values selected. But here instead of declaring 20 variables how i need to check the values and if possible can an...
Hi All, I have a requirement to create Problem records that will have 2 tasks created automatically - a) the RCA task and b) the Preventive Action task. how to achieve this Please help with this it is urgent