I don't see the Advanced and Script options while creating an SLA definition.
I am trying to create a new SLA definition. I wanted to add a script, but I cannot find the advanced option or script option
Forum Posts
Escalation and De-Escalation of an Incident Ticket
Today we use the listed support group on a CI record to auto assign the incident ticket based on the CI selected in the Configuration Item field. There are cases where there can potentially be up to 4 levels of support levels/tiers that support a si...
Resolved! when sctask work note updated need to create the incident using flow designer
Hello EveryoneI have requirement when Sc_task's work note updated and if it contains the text ' file creation failed' need to create the incident using flow designer.I tried it but its not working as expected can you please help me on that and have ...
Common questions to be done when opening incidents from ESC
Hi Community! We are starting in the ServiceNow platform designing all ITSM processes.In our current tool (HPSM), in order to open incident records from ESC, we are asking end users for the Service/Service offering and application a part from a gener...
Major Incident - MI Manager to page on-call SME best practice
Curious how your teams are utilizing MI Management process. When an MI Manager accepts the on-call page and is assigned the Incident, how then do you all have that MI Manager call other SMEs that may be needed to work through the issue? I would like...
Resolved! How to track assigned to changes and who changed it
I want to track the assigned to changes and who changed it on a dashboard to agents via a dashboard. How can it be achieved.
Adding user manager as cc in email notification
Hi Team, We have created a scheduled script to send open incidents to all the technicians individually it is working and going html table report individually in one scheduled script but our use case while sending individual email we need to add cc or...
Knowledge article with multiple versions of the same number
In our instance we realised that we have a knowledge article with the same version, ie multiple 3.0 versions of the same article.
Field with 2 dependant fields?
Hi all, I was just wondering if anyone has done all the Category and Subcategories as "dependant" fields. We currently only have the "subcategory" dependant on the "Category", but we wish to make the "Category" dependant on the Business Service. I kn...
Resolved! pause the flow in flow designer
Hi team, In my flow designer, i have 5 catalog tasks and all need to be created at once based on my use case.I want my flow to be paused until all the catalog tasks are completed. Can anyone tell me how this can be achieved via flow designer
Adding a choice table to an Incident form
I created a subcategory table on the incident table. It contains a list of subcategories for certain issues. In catalog builder, I've been trying to add a choice field to reference this subcategory table so it can populate the list. When I go to refe...
Resolved! Best Practice for Escalation Articles: Separate Knowledge Base vs Metadata/Tags?
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...
Resolved! Can Somebody explain and help me in this task?
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...
Resolved! Triggering flow designer with UI ACTION
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 ...
