Resolved! How to configure request number next to ritm number in workspace
Hi team please help me hereHow to configure request number next to ritm number in workspace
Forum Posts
Hide sections on workspace
Hi Team please help me how to hide sections in service operations workspace based on assignment group.I have created a ui policy and selected view as sow eventhough not working.
Advanced Work Assignment (AWA) Implementation Plan/Activities
Hi Community, Has anyone Implemented Advanced Work Assignment (AWA) for Incident management? Please share any Implementation plan/activities must be carried out to Implement AWA.
SLA definition not pausing even the pause conditions are met.
Hi All,Issue: Incorrect calculation of SLA even conditions are met. case 1: SLA is pausing at state "on hold" and Awaiting caller and not pausing for state "Resolved " for some incident .case 2 :SLA is pausing at state "Resolved " and not pausing fo...
Resolved! Last name serach in caller field
In servicenow in the incident form there is a assigned_to field but when we search caller we can only search by his first name like "amal murali" we can search him by amal then the amal first name people is showing but i want to serach by the last na...
Resolved! Set Incident Urgency based off Caller Group (Emailed Incidents)
We currently allow users to open incidents by emailing our instance. These incidents are low impact/urgency/priority by default. We're looking to automatically set the Urgency to High in the event one of our VIP users sends this email. These VIP use...
Showing both active and inactive users under Caller field in incident form
Hi, I have a scenario where the Caller field in incident form should display both active and inactive users. To achieve this, I tried inactivating "user query" business rule, which allows both both active and inactive users to appear. However this ...
Issue with Query Business Rule on Task Table Impacting Catalog Tasks and Approvals
Hi Team , I’ve implemented a query business rule on the Task table (parent table) to restrict data visibility based on user group membership.Scenario:We have a specific user group that should have visibility into all task records. For users not in th...
duplicate activities (duplicate work notes and comments) in incident module
we are observing duplicate activities (duplicate work notes and comments) in incident module, if you faced similar issue please suggest. note: checked in business rules(current.update()) not used in the BR's and script includes.
Resolved! On the incident Form
I want one field with the name of HR comment where i already divided it into two column in section but HR comment in one column. If any one know please let me know!!
Resolved! How to concatenate old mail content and latest email reply received
Use case: There is a requirement, where on receiving an email, an interaction should be created. The mail body text should be displayed on 'description' field. And if we get reply to the mail, the description should be update.I have created 2 inboun...
Accessing 'preview this record' UI action
Hi all. I've been stuck on something that I was hoping to find help with. When looking at a list view of a table, like incident, you're able to click a little "i" button to preview the record before opening it. I know we can edit what appears on the ...
Automate Account Lock/Unlock for Temporary External Users
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...
Is there any way to show thw RITM Record to snc_internal role
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...
Change the reference table of CauseByChange field in Incident form
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...
