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Resolved! Add Incident "Date and time" field in ServiceNow

In order to allow more efficient investigations of incidents raised by colleagues, a new mandatory field should be added to incident form. The field created should be a standard date and time field with a "Now" button to enter a current date and time...

Resolved! SLA Stop on additional comments

Dears, I have modified the incident table and added a field "Responded To" and created a business rule in the same table if an additional comment is added to turn the Responded To option to True. Based on that, I have added an SLA Stop Condition succ...

Burhan Shah by Tera Contributor
  • 1242 Views
  • 14 replies
  • 0 helpfuls

How to update the existing ticket

Hello All, I have created an inbound action to create an Incident and update the incident ticket. Is there any way I can update the existing incident if you find the ticket with the same short description?  When I send an email to Sericenow it's crea...

Hari S1 by Tera Contributor
  • 860 Views
  • 1 replies
  • 0 helpfuls

Integration error handling

Hi experts,We are doing a 3rd party soap integration, where we check our external visitor's name in the 3rd party website.Now we have the requirement to have a failsafe mechanism.If we don't get response after sending request through Business rule, s...