Incident
Create incident and along with short-description & description using script?
Forum Posts
How can we send "work notes" in the API along with number, state, short description?
Hi All,I want to send "work notes" in the API along with number, state, short description?Is it possible by using REST API explorer or do we need to create a custom APIThanks in advance your response
Resolved! Major Incident SLA
Hi all, How SLAs are managed when a Major Incident is created from a normal Incident that has its own SLAs?Which is the best practice? Many thanks,Tommaso
New field (Reassignment Reason) is visible/mandatory when assigned to is updated
i want to create a new field (Reassignement reason) which is (Visibile/mandatory) when the assigned to is updated Icreate a UI Policy whith script; i also create a client script. But it's not working!!Help please.
Incident is not getting attached as parent on Request table.
The incident is not getting attached as a parent on the Request table.Whenever we create request using the create request UI action from incident form, ideally it will redirect to self- service service catalog page, from where we will select and orde...
Create a "Time Worked" field that uses SLA start time on Incident Form
What would be the best way to create a new field called "Time Worked" that calculates how long a ticket has been opened from the SLA Start Time? We were looking for a way to make this easily visible vs having to scroll down and click on the SLA tab.
Issue in skill based routing AWA for incident tickets
Hi, We have configured the Skill Based Routing to the Incident ticket where we have created three queues for based on the complexity field. Also we have assignment eligibility configured for the three queues. As well as we have auto assigning work it...
Report
Hello,Please help me to create a report Below is the requirement Could you please help create a report on the helpdesk dashboard that show how many INC tickets the email team routes daily.Tim and Daniel are part of the email team, I would like to s...
Resolved! When all the stories are closed then the demand is automatically closed using scheduled job
Hi everyone,I've created a scheduled job to automatically close Demands when all associated Stories are in a closed state. I'd like to get some feedback on the script, particularly regarding efficiency and best practices.The script iterates through a...
Flow designer
1.In flow designer when ever the incident create or update then automatically create Problem record using flow designer. 2.Flow designer when ever the change request is create then work notes should be update using flow designer. Any idea above 1 , 2...
How to configure the ATF test steps on a incident form when SLA has breached in servicenow?
How to configure the atf test steps on incident form when sla has breached in servicenow.
Resolved! Interactive Filter
Hi Team,i am trying to add interactive filter for resolved ticket but unable to find it in the interactive filter. could you please guide me, i have added incident opened filter, along with that i want to add resolved filter. Regards,Garvit
Resolved! Prevent Incident Closure if Child Task is Active
Hi,If related child 'Incident_task' is Active, prevent the Incident Resolved/Closed.tried with Before BR and Script Include and OnSubmit CS also, but not working as expected- suggest @Ankur Bawiskar
Incident Purging Strategy
We have been on ServiceNow for 6 years, looking to put a purging strategy in place. our DB is growing and need to start looking into purging incidents. Wanted to see what other companies are doing. How long some may be keeping their Incident d...
Create a report on Incident based on Channel changed
Hi Team, I want to create a report in service now for Incident. It should show all Incident where the Channel was set as Self service at first when it was created . It should show all Incident even if channel was changed afterwards . RegardsSushant