Hi Everyone, I’m facing an issue where users with the snc_internal role (and other non-admin users) are able to add Additional Comments on Requested Items (RITMs), but on Incidents, they can only view the comments — the Additional Comments field is ...
Hi All, Thanks in advance. I am trying to add a dynamic Widget on to my personnel Dashboard that flashes every time a p1 Incident is logged. Is there a out of box process to achieve this? ThanksSandeep
Hello everyone,When the assignment group changes, I want the current SLA to stop and a new SLA to start for the new assignment group. This will help track the time each support group spends on the incident. Could anyone please guide me on how to achi...
//Create a policy to action on approve and reject buttonOpen or Create a policy: Navigate to System Policy -> Email > Inbound ActionClick on New buttonName: Approve/RejectTarget table: IncidentAction type: Record Action //you can use your required ta...
An incident audit logfunction resolveReference(table, sysId) { if (!sysId) return ""; var gr = new GlideRecord(table); if (gr.get(sysId)) { return gr.getDisplayValue(); // returns the display value of the record } return s...
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...
