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Hi Community, I'm looking for clarification regarding the expected behavior of Primary Contact user in Incident Management.Does being listed as a Primary Contact grant access to an Incident record? I'm trying to understand the standard ServiceNow beh...
Hi Community,I have a scenario where certain business managers (non-ITIL users) need the ability to view incidents in ServiceNow without being granted the ITIL role. These users:Do not need to create, update, or assign incidents.Only require read-onl...
What is the use of 'refresh impacted services' ui action in the context menu in Incident application? Once the CI is selected in the Configuration item field, upon saving the inc form, will the impacted services related list automatically populate or...
Hi Team,We have a Remote Task Definition (RTD) in Service Bridge. Recently, we updated the RTD and created a new revision to fix an issue. The new revision is active and is being used for newly created incidents.However, incidents that were created b...
I have a catalog where i have some variable 4 variables are: applicable timeline->Select box->with values Yearly, Quarterly, Monthly. when each value is selected appropriate variable will get visible : applicable year -> Single text ->current year ap...
servicenow version is "glide-zurich-07-01-2025__patch10-hotfix3-07-01-2026". Problem with Reports. Created a report to find average time taken to resolve incident. Table: Incident_slaGroup by : PriorityTrend by: ResolvedAggregation: Average on busine...
Hi team, I had installed a plugin called 'task intelligence for itsm' in my dev instance. After that my mistake i have uninstalled it. When i try again to install it i am not able to find it in my plugin list. It is there in my other environment inst...
Hello,I am working on Performance Analytics dashboard to show % of SCTASK completed in time of Resolution SLA .I have created formula indicators and contributing indicators.In formula indicator I have added target & applied color scheme as "3 color t...
Im unable to see script toggle while creating a workflow, im currently using australia PDI version.If there is any configuration required, where can i do that ?Im attaching the snips for reference.My End goal - I want to write a script that converts ...
Hi Team,I am investigating a duplicate Task SLA issue in our PROD environment and would appreciate any guidance.SLA ConfigurationSLA Definition: TCS MIS Medium Resolution (2 Days)Start ConditionsPriority = MediumAssignment Group.Group Type = TCS MHSA...
How exactly 'Impacted Services/CIs' related list works on Incident form?I have set this property to TRUE 'com.snc.incident.refresh_impacted.include_affected_cis' I have chosen a CI which is associated with 2 Application services.Created a new CI by a...
Hi Team,Requirement:I need to implement a TCSAT survey process for incidents after they are resolved.Scenario:When an incident is moved to Resolved, wait for 24 hours.After 24 hours:If the incident is still in Resolved state:Check whether a survey al...
How to automate the reassignmentof catalog item owner to active managaer by using flow designer,capture the logs based on tasks created
Can we automatically reopen an Incident if the same issue is reported within 7 days of closure instead of creating a new Incident? What would be the best approach?
When clicking button to start MS Team meeting in service operation workspace getting below error. Invalid Access token. Please check your credential aliasTry to delete oauth token from table but still same issue.Able to get token directly from creden...