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Resolved! SLA Incident - need to knom best Practice.

Hi all, I have some question about SLA and the best practice. 1- SLA on Incident or on Case ?Some incidents are created from case.For these incidents, the SLA must start from the case creation date. What is the best solution:- Update the incident cre...

Karine_M by Tera Guru
  • 591 Views
  • 3 replies
  • 2 helpfuls

Resolved! employee center catalog submission page

  Hi team. whenever we submit a catalog item, before submitting a 'request confirmation' the requested for is comming as the current logged in user. If we want to autopopulate it based on some catalog item , can it be done or will that will be a glob...

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Deepika54 by Tera Contributor
  • 600 Views
  • 6 replies
  • 3 helpfuls

Compose on Incident communication Task

I'm working on enabling Incident communication plans and created Incident communication tasks. Tasks are created however when I click on compose I get below error on SMS tab. We have Notify enabled and I made sure the property is also set "com.snc.ia...

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Bharath38 by Tera Guru
  • 335 Views
  • 1 replies
  • 0 helpfuls

How to create a report on calculation bases

required to create one report on the Change request table with following below calculation, is it possible ? Number of emergency changes in the month divided by the total number of changes in the month multiplied by 100.  Please suggest.

need to create multiple change on incident

hi Team,When I am working to resolve an incidentThen I am able to create more than one change to fix the incident and I am able to see all these changes in the work notes section of the incident record. How to achieve this.Regards,Abhilasha G T

Proactive Problem Management

Hi Everyone,Could anyone here suggest how to identify recurring incidents or proactive problems in servicenow when CI’s are generic.Will really appreciate any suggestions or advice. Thanks & Regards

Resolved! Notification recipients when a ticket is created

【When an incident ticket is assigned to a group that has a group email set up】The notification of the assignment only reaches the group email. I would like to set it up so that the notification also reaches the members belonging to that group, not ju...

真由藤田 by Tera Contributor
  • 1201 Views
  • 8 replies
  • 0 helpfuls

How do I turn off Page Protection on the UI Builder

I want to play around with the UI builder and see what it does. I am in my Dev instance. I go to the Service Operations Workspace in the UI Builder. I want to Edit the ServiceDesk landing page. When I click on the editor link. On the top let there is...

paulri by Tera Contributor
  • 1931 Views
  • 2 replies
  • 5 helpfuls