Hi Team,I am working on the Australia release of ServiceNow ITSM.I have the following flow:Open an Incident.Promote it to a Major Incident.Click View Workbench.Resolve the Major Incident.Open the Post Incident Report tab.In the Post Incident Report, ...
We need to display an SLA Attainment % metric [Made / (Made + Missed)] directly inside a modern Platform Analytics Workspace visualization Is it possible to create a custom mathematical calculation or formula metric directly within a live Platform An...
I am looking to redesign our Incident landing page for our organisation , Any lead on how ServiceNow incident landing page should look like ? , I also want to understand if ServiceNow usages templates to create incident landing page.Any help/directi...
Hi There, i am creating a skill kit to work with incidents. i want it to search for similar changes where configuration item is the same and similar short description. i created the skill kit but it asks to set the role restriction. when i click the ...
When I am trying to create a report under data visualization for the incidents closed last month, I would like to extract the all the activity log details for each incident. As the activity formatter is not a field available, please suggest an altern...
We have an OOB before query Business Rule (Order: 100) on the sys_user table that restricts access to inactive users. Currently, only admin and specific privileged users can view inactive user records. As a result, tickets (such as RITMs/Incidents) r...
I am working on Scheduled report and i was stuck at calculation duration to it. Requirement is: there is a report called unreturned devices - Duration Trigger based off age of ticket – (created and updated relative 3 days i mean not updated since c...
Hi developers need help on how to change the url in survey notification email script.
Hi team, am currently tearing my hair out trying to get the sla to show up in Incident Mgt under Record Information in the SOW. I've read many a KB about it but all the advice seems to point to things I can't find. It's working in Dev and I've tried ...
Hello,Is there any way to make Add link in work note the default action in Service Operations Workspace (SOW), replacing Attach and add link in comment, so that it is displayed directly instead of requiring users to click the three-dot (⋮) menu?
Hey Folks, I am facing issue for string field, where I am able to save more characters than allowed, for instance on description field of incident, length is 4k but I am able to save text with char length 4100, while searching I came across KB in whi...
Response templates provide reusable messages that can be copied to an incident or task forms to provide quick and consistent messages to usersProcedure In the main platform, in the filter navigator type “Response template” to bring up “Response temp...
Hi All, Please suggest how to achieve this requirement in the case email notification:As mentioned below, the case notification is triggered whenever a case is resolved. However, the email notification contains the "Open the Case" link. If the user c...
We would like to know if it is possible to have the body of emails sent from a Incident Communications Task to be posted into the history of the Incident record. If this is possible, does anyone have any ideas how this is done?
Hi Community, I'm looking for clarification regarding the expected behavior of Primary Contact user in Incident Management.Does being listed as a Primary Contact grant access to an Incident record? I'm trying to understand the standard ServiceNow beh...