i need to populate only those users in the "assigned to" field belongs to the selected "assignment group" that have same country of "caller id" field in incident form how can i do that ?
The goal is to add "Approve" and "Reject" buttons to an INC (Incident) request system for managers.The buttons should be visible only when an INC is in the "Pending Manager Approval" status.They must be accessible from the manager's dashboard or noti...
I have to send Reminder notification Email after 7 days if Approval is pending.
How to create a notification in table format
I have a business rule that seems to only work with internal people's replies. When it is an external user who replies to the case via email, it doesn't seem to trigger. Is anyone able to assist in helping me fix this or help me understand why it onl...
We are planning to start using Service Portal but users are getting confused about the "Copy this Request for" functionality. Historically we have not had success with this feature. How can we hide or disable this?
Our company is rolling out Service Now in December. We will be on the Yokohama release, utilizing SOW. I want to create a feature my Service Desk agents can use to search through the classification lists using keywords, assisting them in quickly id...
When a Major Incident is triggered, I would like to automatically create a series of Incident Tasks on the MIM incident ticket. Note, I am not talking about the communication tasks. I have seen this in a demonstration, but I no longer have access t...
Hi All,We have two fields Business domain and Business function on the incident form as shown in the image. Now we are working on getting the values populated on the form when a CI is selected. We have written before insert business rule with the fol...
Hi Team,I am facing an issue with a Record producer variable configuration and need your guidance.Scenario:We have a variable called Watch Parties in a the item. It is a List Collector mapped to the Watch list field and uses the sys_user table. When...
How to maintain the "To" field in the email client template from Major incident?
I need to create problem record for similar incidents, is there any easier way to do this? My initial thought was to Use Predictive Intelligence using similarity clustering and then apply business rule to create a problem if ~10 similar incidents are...
Good day, Is there a posibility to create a report that will include all items, Incidents, Requests, Service-tasks and so on that were not only created for the group directly but also assigned from other groups to the one that is included in report?
Can someone please suggest a way to unrelate/unlink/remove attached knowledge from incident record.
Hi, I have escalated Universal request to Incident (using Create Request button on UR, it means UR plugin has been installed and activated correctly).But when Incident is resolved, I want resolution from Incident to get passed to related UR, which is...