Whenever I clear the assignee from an incident, it continuously reassign back to same available agent. Shouldn’t AWA choose another available agent to assign the Incident? Expectation is that if an agent is assigned to an INC and they deliberately re...
I need to remove the section(cause) in the incident form in SOW, I have done configure form layout and form builder. it's done but it is still showing in the incident form, I don 't know how it is showing even after removing completely, can you guys ...
Hello Group!I am trying to create a visual within my Dashboard where I can see the IN & OUT evolution of cases, and I can't figure out how to do that. I can do an Incoming Volume and also Closed Volume and I cant figure out how to combine both in one...
Inc is getting opened into work in progress even after it was closed as user has able to open INC even after the INC was moved to closed state where even if it was closed by mistakenly it wouldn't able to open in that case it opened, what is reason b...
Hi All, We are in the process of setting up Service Operations Workspace (SOW). We are fairly early and we know what fields we need on the incident form for our teams to work but we want to shake up our standard layout. The initial assumption has bee...
Hello,I have a requirement to enable chat summarization for microsoft teams, does anyone has any idea how to configure this.
Users are replying to emails on a new, custom SMTP server, but the emails aren't reaching ServiceNow.The custom SMTP server is receiving user replies, but these are not reaching the ServiceNow instance.We have disabled ServiceNow's custom SMTP server...
Hello I have an issue with Maintain item list view, I can`t search, can`t even right click to get the list options, can`t click on that hamburger menu ... seems like it is locked by certain ACL .. all was working fine but suddenly I got locked out o...
Hi All, How Workspace and require roles works in UI Actions, can any one share with real time use cases.
What is the Formula in Form Builder
How to populate alert open date on 'Detection Time' field in the incident form when ever alert attached in the incident. I have tried below before Business Rules script but doesn't works: Please suggest // If an alert is attached to the incidentif (...
Hi Everyone, In the form header of the incident form of CSM Workspace, I want to display fields like state, priority, major incident state.I navigated to the form header and added the fields in the related list Link: https://<instance_name>.service-n...
Hello,we are experiencing an issue with image attachments in ServiceNow. So when customer is sharing the imgae of two different type:.jpg files are displayed correctly in both Workspace and Classic UI as preview.jpeg files are not previewed (in Works...
Hello Community,We have the following requirement: When creating an Incident, if the Assignment Group type is “Test Integration User”, then Category and Subcategory must be mandatory. If the Assignment Group is changed later and the new group does n...
How to populate parent incident creation date on 'detection field' in the incident form in the servicenow I have tried below script on Business Rule but did not works for me. Please suggest achieve on this requirement. (function executeRule(current, ...