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Resolved! Best Practices: assigning incidents by Inbound Action?

Over the years, I've been asked to recognize incoming emails by various criteria (typically sender email address or subject line) and make various assignments to assignment group, status, caller, etc. It seemed to me that the most expedient means of ...

JP-ODU by Tera Guru
  • 461 Views
  • 1 replies
  • 1 helpfuls

Review and Update Incident (INC) Management Flow

Hi Please help here. As a ServiceNow developer I want to review and update the incident management process flow, So that incident handling is aligned with current best practices and organizational needs. Acceptance Criteria: The current incident mana...

vidyajadhav by Tera Contributor
  • 463 Views
  • 4 replies
  • 1 helpfuls

New template creation from Toggle bar

 When we click on "Create new template" from toggle bar, it will open template page with pre-populate values based on the incident. Can someone let me know how it works? How tool populate values from record?

UI16TemplateBar.png

Business Elapsed Time calculation

Hi,   I have a query on Business elapsed time field in task_sla table. Where does this calculation for Business elapsed time field is done. We know that Business elapsed time is calculated based on not considering on hold state and non-business hours...

Nivedha G by Tera Contributor
  • 304 Views
  • 2 replies
  • 0 helpfuls

cancel Action on Standard Ticket Incident Form

We are using the "Standard Ticket Configuration" that was new with the Paris release. On an incident in the portal, there are Actions OOB that include Resolve, Close, and Reopen. when selecting cancel option i need pop up like "please provide reason ...

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AJAYKUMAR G by Tera Contributor
  • 377 Views
  • 1 replies
  • 0 helpfuls

Response/Resolution SLA Missed

Hi Team, I would need to one help to pull out a report for Response & Resolution SLA Missed, what is the correct way to pull out the report, currently I am pulling out two report one is response SLA (Ticket Opened on last Month/Today etc.) and for re...

Garvit1 by Tera Contributor
  • 719 Views
  • 6 replies
  • 0 helpfuls

exporting logs to microsoft sentinel

Hi all, I am looking to export logs to MS sentinel. does anyone ahve a working walkthrough on this? I was surprised there wasnt a out of box solution to export logs to sentinel that i could find that was  just connecting to use SIR. Any help on this ...

RBlor by Mega Guru
  • 1088 Views
  • 1 replies
  • 1 helpfuls

Get Task Variables In emails Script

var sc_task = new GlideRecord('sc_task');sc_task.addQuery('number','TASK0848064');sc_task.query();if(sc_task.next()){    gs.info(sc_task.variables.is_this_a_financial_or_physical_transfer);    gs.info(sc_task.getRowCount());}  Output: *** Script: und...