Resolved! is there any escalate functionality present oob in incident
Hello All, Is there any Out of box escalate functionality present on incident table?
Forum Posts
How to send executive messaging on major incidents?
Hi all, We are thinking of building a functionality where we send an 'Executive report' which would be a text field on incident where we capture messages to the executives who want to keep track for major incidents. Is this part of major incident man...
Language and Reference Field Issue in Employee Center
Hello, I'm having the following problem: I created a catalog item in Employee Center with a reference field that points to the sys_user table. Now, something very strange is happening: when I impersonalize a user with their preferred language se...
Resolved! Problem Field Not Listed in Incident Template Fields
Hello, The Problem field (problem_id) is visible and editable in standard incident forms. However, when I create an incident template, this field does not appear in the list of available fields for pre‑population, Has anyone faced this issue before? ...
mfa is enabled for all users authentication policy not working
Hello All,In my instance mfs is enfocred for local logins and i have a requirement below.A break glass user should be only allowed to instance if tried to access the instance within iprange outside ip range it should not allow.Now i ahve created a po...
Refresh impacted services automation not working
Hello All,We have a oob ui action Refresh impacted services.I want to automate the process like if any addition or deletion to affted ci's related list on incident happens then i want to refresh the imapcted ci'sWhen i checked the ui action refresh a...
Enable Group Managers to Maintain Their Own Group Memberships
We would like to enable Group Managers to manage (add/remove) members for the groups they are assigned as manager for, without requiring admin or elevated platform access.PurposeThis change will allow group managers to:Keep group memberships accurate...
Article - Enabling Rich Comments in ServiceNow (Beyond Plain Text)
Anyone who has worked in ServiceNow knows this frustration:You're trying to explain an issue clearly in a comment or work note…But you can't paste a screenshot properly.You can't format steps cleanly.You can't add a nicely labeled hyperlink.The stand...
New domain being added to our instance
HI,We have to add another domain to our instance. We want to be able to send an email to open an incident which we are doing now. We are forwarding anew email address from a different domain and ServiceNow is not accepting it. Looking for guidance fr...
Resolved! Notifiy Manager if his team member opens an incident
Hi Team, I have this requirement where the notification should be sent manager if any member from X group opens an incident at any given time. Is is possible or we should not do it. Thanks in advance.
Auto Assigned_to not working from oncall rooster scheduler
Hi there is an issue with shceduler oncall rooster even though scheduler and group is active and members are active still when incident got created assignment group is setting but not assigned toplease find the configurations and suggest what is wron...
Add a user to Incident to be able to update comments
This is an odd one that I can't wrap my head around.Here is our situation that we are trying to figure out.We have a number "Work Sites" that are our customers. Those sites role up to a General Manager, who has multiple sites.So if Site A, Site B, S...
How to get the metric duration value to a incident duration field
I have a requirement to get a duration field in incident table, where it calculates the duration from incident created to resolved. I can see an OOB metric definition for the same in instance which calculated the duration.Metric definition name" Cre...
Set the checkox 'u_resolution' to 'true' if the incident assignment group is same from beginning
1.I have a requirement to set the Checkbox 'u_resolution' to set to true. If the assignment group field of the incident record remains unchanged from the beginning to end of an incident.2. If the incident is assigned to Assignment group ' IT support'...
We are facing an issue where Requested Items (RITMs) are in a closed state (Closed Complete, Closed
We are facing an issue where Requested Items (RITMs) are in a closed state (Closed Complete, Closed Incomplete, or Closed Cancelled), but the Active field is still set to true, whereas it should be false.