Today we use the listed support group on a CI record to auto assign the incident ticket based on the CI selected in the Configuration Item field. There are cases where there can potentially be up to 4 levels of support levels/tiers that support a si...
Hello EveryoneI have requirement when Sc_task's work note updated and if it contains the text ' file creation failed' need to create the incident using flow designer.I tried it but its not working as expected can you please help me on that and have ...
Hi, When Resolving the Incident we got an "Action Not Authorized" Info message in top of the page. We don't have any duplication action_name in the ui action and we also cross checked many available solutions from community.Still we are not able to g...
Hi Community! We are starting in the ServiceNow platform designing all ITSM processes.In our current tool (HPSM), in order to open incident records from ESC, we are asking end users for the Service/Service offering and application a part from a gener...
Curious how your teams are utilizing MI Management process. When an MI Manager accepts the on-call page and is assigned the Incident, how then do you all have that MI Manager call other SMEs that may be needed to work through the issue? I would like...
I want to track the assigned to changes and who changed it on a dashboard to agents via a dashboard. How can it be achieved.
Hi Team, We have created a scheduled script to send open incidents to all the technicians individually it is working and going html table report individually in one scheduled script but our use case while sending individual email we need to add cc or...
Hi team, In my flow designer, i have 5 catalog tasks and all need to be created at once based on my use case.I want my flow to be paused until all the catalog tasks are completed. Can anyone tell me how this can be achieved via flow designer
Hi,when using the report on task table and I can select any column from any extended table of task, when I want to do the same with platforme analityc, data visualisation I don't see the optionglide.ui.list.allow_extended_fields is ok with the task t...
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...
In our instance we realised that we have a knowledge article with the same version, ie multiple 3.0 versions of the same article.
Hi all, I was just wondering if anyone has done all the Category and Subcategories as "dependant" fields. We currently only have the "subcategory" dependant on the "Category", but we wish to make the "Category" dependant on the Business Service. I kn...
I created a subcategory table on the incident table. It contains a list of subcategories for certain issues. In catalog builder, I've been trying to add a choice field to reference this subcategory table so it can populate the list. When I go to refe...
Hi ServiceNow Community,I’m part of our quality team, and we’re trying to make ticket auditing easier. Right now, we manually review things like work notes, metrics (like how long a ticket was in each state), and other ticket details to check how we...
