We have a group of external users who submit incident tickets via email. Currently, we are creating full user profiles (instead of guest users) to ensure proper email communication when ITIL users respond.Business Requirement:For this specific catego...
Hi Team, We are sending an email to the snc_internal user with a provided RITM Record link. When the user clicks the link, it redirects to the record, but they are unable to see any details. Is there a way to show the RITM record to the user? Advance...
I received one request to change the reference table of CauseByChange field present in Incident form from Change table to Task Table, and Change its lable to only 'CauseBy'.But my lead suggested me to create a new field instead of modifying the curre...
Hello, I would like to make work notes a required field when an Incident is re-assigned to another group or to another user. I would like to stop the incident from getting re-assigned until the work notes has been filled out, also I'm trying to get a...
In a domain-separated environment, when selecting a domain using the domain picker, there's a "Recent Selections" section that shows previously selected domains. I want to clear these recent selections .I created a business rule on the sys_ui_recent_...
While creating INC templates, even after selecting a category, I see all the subcategories rather than dependent subcategories. Is there a way to properly set up the dependencies?
Hi Team,I have a requirement where end users without any roles need to navigate to the Request by clicking on the Request number hyperlink in the email. And also, I need to provide a UI Action for those specific users who are part of the request (e.g...
Hello @Ankur Bawiskar , @Dr Atul G- LNG , @J Siva There is a time difference when setting the value in a field with type date and time.In the SOAP request body, I have received the value (2025-05-27 09:00:00) (UTC timezone)when I set this value in o...
While creating INC templates, even after selecting a category, I see all the subcategories rather than dependent subcategories. Is there a way to properly set up the dependencies?
I need to print 10 users Manager , Location , Email , Department , Mobile Number using Server side to client side using Script Include. I know the code but at a time to print 10 or 20 users related Manager , Location , Email , Department , Mobile Num...
We have a use case where Incident Tickets should be automatically assigned to users based on their schedule. I see the Advanced Work Assignment will do a good job of auto assigning tickets when agents make themselves available in the Service Operatio...
In an Incident form when assignment_group is changed the assigned_to field should become empty.I need an On Change client script to execute this. Please help me with this.
Over the years, I've been asked to recognize incoming emails by various criteria (typically sender email address or subject line) and make various assignments to assignment group, status, caller, etc. It seemed to me that the most expedient means of ...
We are using Lexmark integration with SN, basically we have created a transform map which is helping in mapping the fields (the fields which are being sent in the payload to the incident fields) So, when the same payload is being hit using lexmark - ...
Hi Please help here. As a ServiceNow developer I want to review and update the incident management process flow, So that incident handling is aligned with current best practices and organizational needs. Acceptance Criteria: The current incident mana...
