Ok, so here is an odd one that we are looking to create a custom scoring metric for. Here is the basic idea.When an incident is flipped to closed, we want to interject a score we have predetermined based on the SLA percentage of Business timeSo the i...
Requirement: I have created an 'New' inbound action which will create interaction on receiving an email. On click of customized 'create incident' button, the incident would be created against it.Issue: When interaction got created, client wants in li...
Recently, our team has reintroduced the "Communicate a Workaround" field in our Problem Management process. The notification that is our of the box could be mistaken as just another Additional Comment. Have any groups experienced this issue, and had...
In ServiceNow, we utilize the MIM Workbench to send Initial Notifications during Major Incidents (P1/P2). Currently, the SLA for triggering these notifications is 20 minutes. However, UA Stakeholders expect notifications to be triggered within 10 min...
I created one workflow that sends an email notification to the caller's manager for approval when the caller creates a P1 incident. Once approval is received from the manager, the P1 incident state changes to In Progress. But I am not sure how I can ...
Hi Team, I have a requirement to export incidents(700) from one instance to another instance,including emails,audit history.I have exported all the incidents using xml,but the history of tickets was not moved.For that I thought of moving sys_audit fo...
Hello Team, I need help with below requirement please help with the same.Add a counter to the Workbench emails for MIM.Communication is getting stored in "incident_alert_task" in the table comm_plan.source stores the incident number which was upgrade...
Hey Community! I would like to know how would I find Configuration Id in Incident Form?
So for replies to the incident from those on the watchlist, we want to make it trigger the state to in progress. Would it be best to do this from the business rule or an inbound action? or is there another way to do this and can anyone help me do thi...
How to make the filters read only on the main list basically i don't want any user to change the filter it should be non editable ?
Hi Community,We’ve noticed that in our ServiceNow instance, when both the Service Offering are set to "XYZ", the Assignment Group currently auto-populates as:YHowever, we’d like to update this behavior so that the Assignment Group instead auto-popul...
I want to send the attachment from one instance to another instance, but it is not working End point:https://instance_name.service-now.com/api/now/table/ecc_queuePayload:{"source":"staging_table:${snow_source}","name":"${snow_fileName}","agent":"${sn...
When a CI is included in incident, the comment should be’ Incident number is using this CI. Incident was created on: date/time .If the CI is changed, update both previous and current CI comment ’Date time, incident number.When the incident is closed...
Hello Everyone,Need help on the below issue, Work notes/Additional comments fields and activities are not visible on the incident form for admins as well but Caller can see the mentioned fields and activities. There is ServiceNow KB for this issue - ...
Added the incident variable formatter in sow view still not visible on workspace it is visible in the native view but not in the workspace@Ankur Bawiskar Can you please guide?Regards,Debasis
