Resolved! Email client attribute on incident form
I need to have the Email client attribute to show only for logged in users with a certain role. can someone please help?
Forum Posts
Snc_external users are not able to write additional comments and attach docs in attachments section
On portal, for a record producer accessible to all users including snc_external users. After submitting the form, the ticket information is visible for them, but don't have access to add additional comments or attach document in the attachment sectio...
Resolved! ITSM - Major incident process and handling child incidents
Hi Everyone, First time posting on these boards but I am hoping you may be able to help. Our organization is quite large, we have 100,000 staff spread out across a very large geographical location. We have many different teams who manage IT for our o...
Calculate state duration
Hi, I want to calculate total time for which incident is on "In Progress" state how can I do it.I tried it with metric but it is creating seperate record if state changes from to another.
Can anyone tell me the OOTB process of how can we escalate the incident?
I would like to know the process of OOTB behaviour how an incident will be escalated. I cannot able to find a way to escalate an incident. DO we need to set any properties to true or create any trigger rules?
Extract XML from E-Mail und create or update incident
Hello everyone,I'm looking for a way to automate the extraction of content from an XML file received via E-Mail and use it to create update records in the Incident table.Manually, I achieved this by setting up the file as a Data Source, then using a...
service outage metrics calculation not working on the incident
Hello EveryoneNeed your suggestion, when incident moved to high priority its creating the service outage metrics but time/duration bot being updated. please have look at below screen shot.@Ankur Bawiskar
Resolved! unable to send the trigger notification to assign to person
I'm traying to create the business rule for notification requirement is we have activity record and which will be assigned to CBT member (CBT is as group) and as soon as some one update the comment on record should not receive the notification one th...
Allow one domain to create a record prducer
How would I only allow our domain to create records? There was an incident where a vendor's email was hacked and emailed our instance which generated a ticket with a suspicious attachment.
Resolved! Getting error while creating P1 and P2 incidents alone!!
Hi Community!!Hope you all good!Recently I had an interview. Interviewer asked me a strange question.Question:User was able to create P1 and P2 incidents before. And in a sudden, User wasn't able to create only P1 and P2 incidents to the particular g...
Resolved! How to remove the "Canceled" State Choice from the list view in the incident table
Hi All, How to remove the "Canceled" State Choice from the list view in the incident table: This choice has already been removed from the Selected slushbucket and doesn't appear on the form but still appears in the list view... This Choice is inact...
Vendor Detail Fields are missing when State is On Hold (Awaiting Vendor) in SOW view
We have identified a significant functional gap in the Service Operation Workspace (SOW) Incident form related to capturing vendor details. When an Incident is placed On Hold with the reason Awaiting Vendor, the crucial fields necessary to record ven...
inegration user does not have the right permissions
we are having really odd issues with a basic auth integration with Fresh Services itsm product has the roles in the screen shot, we have engaged fresh services but the issue appears to be on the Servicenow side. Role our user has; Can anyone spot the...
When I click on Caller field from the Incident list, then open the User record in “Asset” view
When I click on the Caller field from the Incident list, the record should open in the "Asset" view instead of the "Default" view.This behavior should apply only to the Incident table list view and not to any other tables.I created a view rule, but i...
I Want to show the list of principal class CI's in the configuration item field in incident, change
I want to show the list of principal class ci's present the cmdb_ci.list in incident and change request forms in configuration item field.
