Could you please guide me on how to make a specific CI the principal CI so that it appears in the CI field on ITSM forms? I understand this is not available out of the box, but I would like to explore using OOTB functionality along with customization...
Can i create a report that is able to show where reassignments has occured on an incident
Hi all,I have created a new table and added SLA to it and sla is getting triggered in Dev. I moved the changes to Test and Prod where it works in Test but not in Prod. SLA definitions are same across all the instances it works in sub prod but it does...
Hi, There is a Customer Service Problem Management (CSPM) application that agents can use troubleshoot for a case. The case is routed to CSPM application during diagnosis Is there anything similar to CSPM for incidents that can used for troubleshooti...
I have a client-side UI Action script that converts the sys_class_name of a record when a user clicks the button. The modal displays a dropdown with three tables. When a user selects a table and clicks the "Convert Case" button, the sys_class_name of...
In my current project, I'm implementing Major Incident Management for handling major incidents. As part of this, I have created a new Communication Plan Definition, which includes a Communication Task Definition with a recurring communication frequen...
I need to create a Knowledge Article from a Universal Request, similar to how we have the "Create Knowledge" option for incidents.For the SOW, I was able to achieve this by creating a Form Action (like we have for incidents) and modifying the "Set KB...
Hi, when i click create request button in incident,it opens one dailog box and fill related information about request and submit.After submit i have to show info message(Request has been created successfully) in both native view and workspace.In UI P...
When i am changing the impact and urgency priority is not updating. function onClick(g_form) { var priorityMap = { 1: "1 - Critical", 2: "2 - High", 3: "3 - Moderate", 4: "4 - Low" }; function calculatePriority(im...
Afternoon community. We currently use our ServiceNow Incident table for Incidents, Requests, and Questions, and we use a field called 'type' to choose if INC, REQ or Question. This needs changing, splitting requests and questions out to the correct ...
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...
