Hi Team,I am trying to understand the OOB functionality of Major Incident Management.ScenarioIncident is promoted using "Promote to Major Incident" UI Action.After promotion, we click "View Workbench".Workbench opens using:$major_incident_workbench.d...
Hello,Is there any way to make Add link in work note the default action in Service Operations Workspace (SOW), replacing Attach and add link in comment, so that it is displayed directly instead of requiring users to click the three-dot (⋮) menu?
Dear all, Do we have Best Practices asset for ITSM Foundation Data? If yes, could you please share?Also, I would need the Foundation data for SPM as well. I am in need of both the templates that would be handy in the requirement gathering. A quick re...
Email is not been sent out from a notification consistently, we need it to be send out to caller of the Incident once the Incident's Additional comment is added, but this will be sent to some users and for few users including to my profile it is not ...
When a corrective change request is created from an incident, should the incident SLA pause for the whole duration of the change lifecycle?
I am missing a step somewhere so posting this here to have someone help me identify what I am missing We currently have a client script and style on the caller id field for an Incident, that if a person that is tagged as VIP in their user record crea...
Below code for Workspace Client Script not working:Requirement: If parent case contain open child tasks, while closing the case it will show a pop-up and close parent along with childfunction onClick() { if (!g_form.getValue("assigned_to")) { ...
Hello experts, We are using the now assist for knowledge management and in article optimization we are getting the below oob scansWe have a requirement where we want to find out articles where we have the word 'INC' added in either the short descript...
It is 'Additional comments(Customer Visible)' in UI16/Native view but it is just 'Additional comments' in SOW.We need to have the same field name in SOW view as per U116/Native viewWe're not able to find the common dictionary record which contains th...
I have created pc type variable in the catalog item, I made it should only visible in the catalog task once after the RITM has created, it showed as expected, but the thing is when I select pc type choice as secondary pc and saved the catalog task, a...
Can ServiceNow automatically detect when multiple individually low-priority incidents may collectively indicate an emerging operational problem?For example, suppose several P3 incidents occur across different departments and applications. Each incide...
Can someone please help me on how to activate 'Trending Case Topics' @Ankur Bawiskar @Tanushree Maiti
Incident tags not getting added to closed incidents after Australia upgradeFrom Admin account able to add but from user account not able to add for closed incidents.
What is Form Builder
While testing an AWA queue configured with Assign by Most Capacity, I observed two related issues:1. Inbox Assignment VisibilityIncidents are routed and assigned correctly through AWA.When an incident is manually reassigned to another technician, the...
