I am working with Service Operations Workspace and approvals related to Requested Items (RITM). In the approval record (sysapproval_approver), under the Request tab, there is a section “Summary of request being approved” that displays the columns Pri...
We had a question for Major Incident management. They would like it where if more than 10 similar tickets come in that they are automatically linked as child tickets. I already have a rule where if there are 10 or more child ticket it automatically p...
Hi All Can someone help me with a reference qualifier on a Catalog item I have the first variable on the form called "Colleagues Store Location", which is referencing the location table. I want the 2nd variable called "Name of colleague" which refere...
When an incident is created, the below is auto commented (attached): Is there a way that I can change what gets captured here?
Hi Everyone,Can anyone share me the dumbs for the CSA exam in 2026.Regards,Hemalatha M
Hi An additional field was added under resolution section on the incident form and added the same field in workspace view by using the configure option in sow incident resolve modal. However, the dropdown choices were not showing as expected. The cl...
Hi everyone,I’m trying to build an AI Agent that generates a summary using the Short Description and Description fields from the Incident table. I attempted to add a Script Tool to an existing AI Agent and provided tool instructions, but I’m not sure...
Hello TeamSuppose we receive an email request. Currently, we manually create an incident for the appropriate team and then reply to the email with the incident details.Is it possible to automate this process?For example, when an email is received, th...
Hi Everyone, I have created a Script Include, and with this Script Include I want to retrieve incidents that meet the following conditions:Incidents opened by meIncidents where the caller_id is meIncidents where I am part of the assignment groupI do ...
Hi All, I have a use case for Advanced Work Assignment where it is not working properly. Use Case1:If caller is VIP user:Created skill determination rule and is working perfect. Have created 2 queues,1st preference I am giving to Vip queue, because t...
This is sourcing page. want to add email attribute in user reference field along with existing name .
'Compose email' button is not showing in servicenow operations workspace, can anybody help?
Hello,I made a flow on global scope and in flow i am updating record on a table name "Rule' which is in different scope. In the rule table i updated the Application Access - All application scope , And checked can read, can update , can create. It wa...
I’m trying to better understand when an organization would choose the Case route versus going straight to an Incident.In many DoD/internal support environments I’ve seen, the cleaner and quicker workflow is to open an Incident as soon as a customer c...
I have Service Operations Workspace but I have seen (and customer has seen) a Major Incident workspace that is OOB but I have followed install instructions but cannot see it . Any ideas?
