Incident
Hi, Incident form below there are 4 different like "Task SLAs , Affected CIs , Impacted Services/CIs , Child Incidents". But i need create two more like user , account. Any idea how to build both in the incident form. Please let me know.
Forum Posts
Continual Improvement Management
Hi all,Two questions: - "Service Improvement Plan" is a document manually created and improvement plans are mapped to service offerings. The inputs are from customer feedback, from Risk identifications, Report Analytics, and at times improvements are...
Resolved! Scripted Rest API to create incident and send attachment along with it.
Please help me to write a scripted API POST to create incident and send attachment along with it. Attachment can be any format (pdf or excel or .docx)
Adding the Report Knowledge Gap on incident form
Hello I want add a button Report Knowledge Gap for creating a KFT. Is there in workspace. I want on the incident form directly. I don't know how I can activate. Is not there on the resolution notes or on the related list
Resolved! Using Workflow Studio to create incident tasks
Hello,I'm a total beginner so please excuse my lack of knowledge.We are running Xanadu.I'm creating a workflow - that when an Incident is created with a certain subject line - 2 Incident task get created automatically.The problem I'm having is the ta...
Adobe Esigning with servicenow
Hello Experts, I am working on a POC where I am first converting RITM to PDF and later trigger to the approvers for signing the PDF and approve. How do I achieve this. We have activated this plugin Adobe Acrobat Sign - Refering this document Adobe A...
Resolved! Incident On Hold and SLA pause conditions
Hi All, Need your help to understand more on incident "On-hold" reasons and SLA pause condition related to it. In most of the scenarios SLA pause condition is configured if incident has been put "on-hold" with the reason "Awaiting caller" or "Awaitin...
Resolved! MTTR Report for Major Incident
Is it possible to achieve this kind of report in SNOW? All major incidents happen from July 2024 to June 2025 (based on P1 priority)Compare MTTR each months. (MTTR = open incident until close) Display:Bar chart of MTTR per months (July 2024 to June 2...
Manage Attachment visibility
Hi Team, The service desk can attach files to incidents. However, we would like the team to specify the visibility of attachments while uploading. Similar to Comments(work note and additional comments) They should be able to upload attachments which ...
How to get the caller name in Global search of servicenow
Am trying to get caller name as well to the global search details for any task that is searched.Can I know how to achieve this.
Impacted Services/CIs count is increasing for change request record
Hi All,I have received a incident to check the why there is "High number of impacted services getting tagged to change ticket" .I could see Impacted Services/CIs count varies for same CI in 2 separate change request records. So , Can one explain me ...
Flow Designer: Populate date using Flow Designer
I have a requirement to populate date field on RITM using flow designer. Scenario: When the record is getting created in table (XYZ), the flow gets triggered and via subflow RITM is created.I have a date field in RITM and date value is called to sub...
Resolved! INBOUND EMAIL
Can anyone tell me the flow of how universal request is created through inbound email?
Resolved! Need to Auto-Populate Incident Number in RITM Field from Parent Incident
Hello Developers, I have a requirement where an RITM is created from an Incident using the 'Relates Search Results' functionality. From there, users can search for a Service Requester and click on ‘Order’, which redirects them to the catalog item usi...
Make work notes mandatory whenever attachment is added
I have to make the work notes mandatory a new attachment is added on the incident form in the instance. As of now, the attachment gets automatically save on to the save just by clicking on the paperclip icon and adding the attachment through it. We d...
