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Requirements:When the Category is set to xxxx on an Incident ticket and the ticket has been set to resolved by the agent, their manager will get a notification and will have to approve/verify the ticket before it sets to Closed status. What would be...
"When an incident is resolved, if it is linked to a problem, the system should check if all otherrelated incidents are also resolved and then automatically resolve the problem after saving." This is a scenario, How can i do this scenario give me the ...
Hello All, We have a requirement to create a report when the fields are updated on the record with old value, new value and updated by details and we have created the database view of our two tables (contract table & Sys_audit table) which shows the ...
We are experiencing an issue with an item where the price section is hidden when the "Requested for" user is inactive, although it should always be visible regardless of the user’s status.Some users are unable to see the price section, while in other...
When incidents are created and then we create a problem, we see the Accept Risk option on problems. However, we don't see a way to actually link the problem or incidents to an IRM risk statement or risk registry item so we can adequately track probl...
Hi All, I have a question regarding SLA configuration for approval records in ServiceNow. In our setup, knowledge article approval workflows are creating records in the sysapproval_approver table. However, this table is not available for selection in...
Hi, There is a record producer which have attachment as a variable when user submits the request the attachment is not showing at the top of the ticket instead it is showing only on variable tab.Our requirement is the attachment should be visible on ...
Which role can manage multiple knowledge bases?A. knowledge_base_adminB. kb_adminC. sn_kb_adminD. knowledge_admin
Hello all,I am trying to write ATF test steps and I have a requirement to test the values of a field on a Form. This field is a drop-down list.What I would like to do is validate which options are available in this drop-down (check what the list cont...
I want to allow non-ITIL users to view incident tickets created by ITIL within the Employee Center.To achieve this, I want to customize the ticket tab to display the details of the incident. What methods are available for this?
Hello ,In email Notification Dashboard 2 widgets not rendering data as expected: Most opted-out notificationTop 10 users receiving notifications Does anyone has any idea how to check these widgets from backend or how to configure this?
Hi, I am facing an issue with automatic problem record creation from incident after the incident is resolved.Based on the OOTB behaviour, a problem record should be automatically created only for P2 and P1 priority incidents when they are resolved....
Hi All, We have a requirement where INCs to be auto assigned to agent based on support group populated on incident form.Since we have several support groups, so do we need to create separate queues for each group?If we are configuring a common queue ...
I want to do a ebonding between two ServiceNow instances.What i want to achieve is below.I want to do it through token based when an incident gets created/updated it should also update in the 2nd instance.Also for this i want to use auth-token instea...
Basically I want to hide these two UI actions from Incident module, but as we know these UI actions are Global one.So I found two options,1) exclude the table from the Global UI action, which is working.2) When I created a copy this and updated the t...
