Resolved! Inbound email action not creating the incident
Configuration as follows, why is this not working:I send the email and check the Incident table and no incident is created.
Forum Posts
incident state moved to working in progress after saving the form in new state without any update
Incident is created through inbound action. while working incident state moved to working in progress after saving the form in new state without any update.This behavior is only for Case contact as Email. for others it is working as expected.
ServiceNow to ServiceNow integration using import set API.
Hi All, Can anyone please tell me step by step setup that how I can achieve ServiceNow to ServiceNow integration using import set API with coalesce field and transform map script. ex- When I create incident in instance A it should create incident in...
Delivery time value is not showing on portal
Hello, Delivery time value is not showing on portal view.Please check the attached screenshot below Thank you in advance!!
Options for implementing "follow the sun" support model
Hello Community! We are looking to implement a follow-the-sun support model and I was hoping someone would be willing to share some best practices for shift changes and handing-off/reassigning open Incidents. Thank you in advance and, to my US col...
Resolved! On cases I am receiving ReadOnly true not set on field contact_time_zone: cross-scope access denied.
On cases I am receiving ReadOnly true not set on field contact_time_zone: cross-scope access denied.I have added the field contact_time_zone to the form design and the form layout and have made it read only from the configure > Dictionary but it did ...
Resolved! How to display enhancements under my requests in Service portal.
Hi all, We a have a requirement to display 'enhancements' under My requests.We are using OOB Service portal. Need inputs for me on how to display the enhancement requests in the Service portal.Currently My requests are displaying "Incidents, RITMs, ...
Resolved! Adding a new Priority
Trying to figure out a way to make a P3 - High but not sure on the selection/adding of choice to make looking for ideas:What if I just added in a selection to be:Impact: 3- Medium <-- add in this as a new selectionUrgency: 1- HighPriority = P3 HighWh...
Highlight a VIP using a label in incident form
Hi All, I have a requirement to show up a label "VIP User" whenever the caller is a VIP. Also the name in the field should be highlighted in red colour in all states of an incident. Please advise on how to achieve this. We currently have a image show...
SLA should run on only one group even if ticket transformed to multiple groups
Hi, We have created SLAs specific to assignment groups(Ex: ABC, BCD, XYZ groups) whenever incident is jumping from one assignment group to other, that specific assignment group SLAs are getting attached. But problem is that new SLAs that attached to ...
Resolved! Field type as number
I wonder I do not see a field type as number? Why? Am I missing out on something? If I configure the dictionary of any field I am unable to see the type of field is nowhere mentioned as Number, I can ofcourse see Decimal or Integer but no number. Wh...
Resolved! Restrict P1 incident for the groups other than the respective groups
Hi can anyone help me with the help for the code i have writteni want to restrict the p1 incident for selecting for the groups except the groups which i have written in the code, whats happening is that i have clicked on admin over rides and even i c...
Resolved! How to restrict the 'Add' and 'New' buttons on the incident related list on major problem for itil
How to restrict the 'Add' and 'New' buttons on the incident related list on major problem for itil users and only major problem manager can see the buttons
Best Practice? customers responding via email to Closed Incidents
Customers responding via email to CLOSED Incidents (they are responding to email notifications from ServiceNow that their ticket was RESOLVED, but don't realize or care that the ticket is already closed)What is the Best Practice on dealing with custo...
What is this field "Comments and work notes"?
On TASK/Incident table, I see this field "Comments and work notes <comments_and_work_notes>.What is that field, what is the use of that field?
