Resolved! When we convert Incident into Problem, the worknotes, additional comments should auto populate.
When we convert Incident into Problem, the work notes & additional comments should auto populate in the problem also.
Forum Posts
Incident form
When the user select Incident state is "On hold" then remaining all fields should be Read only. Any idea how to build this above example task.
Unable to execute After Business Rule even after meeting the required conditions
Unable to execute the Actions in After Business Rule even after meeting the given Conditions. Same condition is working fine in Before BR but not in After BR.
Resolved! ITSM - Major Incident
Hi all, Regarding Major Incidents:- OOTB Communication plans are only emails?- In Related Record I see "Incident Communication Plan": how it is related to communication plans if they are only emails? (records start with ICPxxx)- Post review report: w...
Resolved! Incident Module query
Hi All, I have a query, We have the team that does repetitive work and we want to eliminate that. Example: 1>When we have an incident as a Password reset, the incident is resolved through a predefined text that the L1 team copy pastes and closes. Pr...
Resolved! Error while Initiating teams chat via Incident in ServiceNow
Hello Developers, I have an user who faces issues while trying to initiate teams chat via incident form in ServiceNowError "Invalid requested resource path"It works fine for others. I have found the script include it's coming from but it's not helpfu...
Parent/Child Incident - Best Practices for a Service Desk
Hi. I have a question about best practices regarding Parent/Child Incidents and how a Service Desk should handle these tickets during outage situations.Let's pretend there is a WIFI issue and as a result, 50 different people report this issue to the...
Hi Everyone, We need to customize the Global Search result display for Incident records in ServiceNo
Hi Everyone,We need to customize the Global Search result display for Incident records in ServiceNow. Currently, when a user searches for an incident (e.g., "INC0010170"), the result card shows default fields such as Number, Opened, Priority, State,...
Rport filter issue
Hi Everyone,There is a dashboard in our client’s instance that includes a report titled "Open Incident". When clicking on this report, it navigates to the incident list view, which is filtered by:Active = true and State is not Resolved or ClosedHowe...
UI Action should not be visible once it is clicked
Hi All, In agent workspace, We have a functionality that one of the field appears on form when a button is clicked. Now the requirement is to make this button disappear once it is clicked. Please suggest on how this can be done.
ITIL role view access
I need to create a view in incident form so that only ITIL users can access that view, how can I do it?
Step-by-Step Guide to Building a Similarity Solution
Hey,I’m looking for a detailed, step-by-step procedure on how to build a similarity-based solution—specifically within the Agent Assist framework. I want the guide to include how to define the solution, create recommendations, and also how to identif...
Need to redirect user to service portal using create request ui action
Hi All,I have a requirement to use create request ui action on incident form on click of which user should redirect to service portal and specific catalog item which they wants to raise a request from the incident. I am trying to use oob ui action "C...
Resolved! Error while activating the flow in flow designer
Hi All,I am unable to activate the flow because of below error.INVALID_CHARACTER_ERR: An invalid or illegal XML character is specified.I am not sure where is the issue as we don't have any step no. to check which step has the issue. Could you please ...
Resolved! Show pop up message on catalog form through workflow
Is it possible to show "pop up messages or alert messages" at the top of the catalog form through workflow approval stage?
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