Within Advanced Work Assignment, and without defining the "Reassign on timeout" function on an assignment rule, I'd like to manually reassign a work item in a Pending Accept state to a new agent. For instance, if an agent's shift has ended and they s...
How can we put in a feature where we can ensure service desk / resolver teams are not using the suspend field for no genuine reason (no dependency on customer to resolve the issue) and we can track the usage of the same.
1. Need to create/trigger notification when major incident is reassigned.2. Need to create/trigger notification when major incident is downgraded.3. Need to create/trigger notification when major incident is downgraded.NOTE: I have the data for WHO ...
On the incident form of the platform screen, there is a suggestion icon behind the “short description” field，which is used to provide suggestions for entering the short description. Can this button be made visible on the portal screen as well?
Hi All, We need to create a report to fetch the incident data that created per every hour for last 6 months.Eg: 1 Pm - 2 Pm (count of the incidents that created for last 6 months). Thanks in advance
While editing the widget https://hdstemp.service-now.com/sp_widget.do?sys_id=5cbb8f1053313010561cddeeff7b1272&sysparm_record_target=sp_widget&sysparm_record_row=5&sysparm_record_rows=8&sysparm_record_list=nameCONTAINSsurvey%5EORDERBYnamewhich is on ...
Hi,I would like to ask on how was this related field created? So that if ever i need to created something similar to it i would know. Thank you.
I have created Response Time SLA's for incidents related to a specific type of ticket. The SLA's trigger for the tickets, but I need to create a specific notification that references fields from the incident. The OOB SLA Warning notification is sent...
Can the agent calendar be taken into account with auto-assigning incidents with advanced work assignment (AWA)? We have AWA working flawlessly but want agents out-of-office events in the agent calendar to determine their capacity for AWA? Has anyone ...
Hi ServiceNow Community Developers, I keep hearing that GetXML() is good to use, best practice and recommended over GetXMLWait(). However I am wondering what do you do in a case where you need to wait for a response to come back in your script before...
Hello Experts,I am doing integreation with servicenow to servicenow (E-bonding) in pdi , where I have created rest user and given the rest_service role to that user.As by default Get method created while creating the Rest message, I was testing the G...
I have 3 custom date time fields on incident table. field 1- Actual Resolve TimeField 2- Incident management Engagement Timefield 3- IM Engagement Duration I want to calculate the difference between Actual incident resolved time and incident manageme...
Hello all,I would like to understand what's the purpose of the Cost Center field in a user's record.Could you please describe with simple terms (maybe also with an example), what a Cost Center is and how is related to a user? In addition, what's the ...
Hello Everyone, Is there a way I can add a list of knowledge articles in auto response email to the user when incident get submitted by user? Thank youDeepinder
please provide me a topic of client script.
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