Resolved! UI Action
Why is the first parameter always null in gsftSubmit(null, g_form.getFormElement(), 'server_side_script_name')? I have read some documentation, but I am not able to understand the actual logic behind this.
Forum Posts
Resolved! Incident Template Owner change
Hi, We have some templates that has beem made by one agent/owner, this owner is not available anymore, and now we need to move/change owner of those to someone else.What is the easiest way to do it, do we really need to make everything again, can som...
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 ...
Attach article feature in Agent Assist needs to allow agents to select field for posting article
In Service Operations Workspace, when the Agent Assist knowledge search results are displayed, the agent has an option to attach the article which goes to "Comments" field by default. This can be changed to go to work_notes. However, we want to have ...
The email attachments being sent by Outlook into ServiceNow are being renamed to message.eml.
The email attachments being sent by Outlook into ServiceNow are being renamed by ServiceNow to message.eml. Please assist to fix how ServiceNow is ingesting the email attachment so that it has the same subject title of the email.
Details of Users using Guided Tours
We have implemented the guided tour for Incident management.Is there any way to get the list of users which used Guided tour and also when the guided tour was being used by users so as to generate the report for the same.
resolving duplicate user account because of domain change and SSO login
I have a user that was missing some of their incidents on their account that seems to have been related to a change we made in our domain. We changed the users email address in our AD domain from domain1 to domain2 to match the new name of the divis...
Resolved! On Hold Reason visible in activities
Hi everyone, I would like to display the On Hold Reason within the activities of an incident. Currently, the status is displayed, only. How can I realize this additional information? Thanks and best regards,Matthias
AWA query- Clearing Assigned to field is auto assigning to same agent
Whenever I clear the assignee from an incident, it continuously reassign back to same available agent. Shouldn’t AWA choose another available agent to assign the Incident? Expectation is that if an agent is assigned to an INC and they deliberately re...
Resolved! Remove the section in service operations workspace
I need to remove the section(cause) in the incident form in SOW, I have done configure form layout and form builder. it's done but it is still showing in the incident form, I don 't know how it is showing even after removing completely, can you guys ...
IN & OUT Evolution of cases
Hello Group!I am trying to create a visual within my Dashboard where I can see the IN & OUT evolution of cases, and I can't figure out how to do that. I can do an Incoming Volume and also Closed Volume and I cant figure out how to combine both in one...
Inc is getting opened into work in progress even after it was closed
Inc is getting opened into work in progress even after it was closed as user has able to open INC even after the INC was moved to closed state where even if it was closed by mistakenly it wouldn't able to open in that case it opened, what is reason b...
SOW - Incident form layout examples
Hi All, We are in the process of setting up Service Operations Workspace (SOW). We are fairly early and we know what fields we need on the incident form for our teams to work but we want to shake up our standard layout. The initial assumption has bee...
How to enable chat summarization for Teams
Hello,I have a requirement to enable chat summarization for microsoft teams, does anyone has any idea how to configure this.