We’re looking to manage escalation procedures in ServiceNow similar to KB articles, but we want them organized and searchable as ‘Escalation Articles.’ Would you recommend creating a separate Knowledge Base for this, or using metadata/tags within exi...
Global Health Inc. is using ServiceNow as their pinnacle ITSM system and already have Incident Management and Change Management processes in place on the same. They are in process of getting Problem Management implemented.Currently, they don’t have a...
Hi All ,I have a requriement where on click on UI ACTION create an incident (OOB) incident record will be created and on the INC record in the work notes should get populate with ' Created from Interaction: number12345' and on the interaction record ...
Hello All,How i can use IncidentState constants in Client scripts?Is there a way we can use the constants in client scripts?@Ankur Bawiskar any idea?Regards,Debasis
In SOW Workspace, We have a requirement to add a link in List module so when that is clicked, it will open that link in next page. But when creating list module in sys_ux_list table, it was asking for table name, category, conditions etc but I want t...
Hello Community Members,I’m sharing a GlideRecord Task Sheet that covers the most important methods used in both GlideRecord and GlideAggregate. These are designed as task-based questions so you can practice hands-on and strengthen your scripting ski...
I am seeing error for flow designer when i changed From one update set to anotherError: " Your flow cannot be found. Flow sys_id:n"
Morning all I have a question around day to dap operations of the Walk Up experience. I want to know how agents can quickly set the status of the walk up location to "Away", so people can join the queue. I have enabled the checkbox "Enable Away Stat...
Could someone please explain the relationship between these two fields? Is Incident Service what was affected and Outage Service the root cause? Thank you.
I am trying to configuring global search text to allow fulfillers to search for KB articles, including their versioning. For instance, a fulfiller should be able to search for KBXXXXX v1.0 in the global search text field. Any guidance on how to confi...
Hi All,In Service Bridge implementation , after ticket gets created in customer incident form (Consumer Instance) and a corresponding Case is created on the Provider side then the CI gets blanked out on the customer incident form(Consumer Instance)...
Hi All, We are working on sending attachments between provider and consumer instances. As we all know Service Bridge provides OOTB functionality to send attachment between two instances , the same feature is not working for us. We troubleshooted the ...
Access and permissions-related issues are currently managed through an incident management system. Users raise tickets for various access-related requests and issues, including:Access Denial or Connectivity Issues(e.g., unable to access systems, no n...
(function runMailScript(/* GlideRecord */ current, /* TemplatePrinter */ template, /* Optional EmailOutbound */ email, /* Optional GlideRecord */ email_action, /* Optional GlideRecord */ event) { var grp=current.assignmen...
I have a project that syncs service now incidents and connectwise tickets. I need the work notes that are added or updated to an incident be sent to connectwise via my middleware. I developed dev using admin account but for prod I am supposed to take...
