Incident resolved via Automation
Hi, We want to capture the automation status on an incident whether incident was resolved fully via automation, partially automated, manual etc.I want to understand, what field should be used to capture this status ?
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Forum Posts
Not Receiving Incident Updates via Email in ServiceNow
Hello,I created an incident in ServiceNow by sending an email from my personal Gmail account (@gmail.com) to my company's help desk. The incident was successfully created, but I am not receiving any email updates about the incident (such as status ch...
Resolved! Incident creation ig group does not have members or owners
Hi Team, We have below requirement,If any of the group does not have any members or owners or managers then an incident should be created and assigned to a Admins group. multiple incidents should not be created for same set of groups. How can we achi...
Change Request from Service Catalog
Hi All, I have a requirement to create change request through RITM and all the required approvals can be configured in workflow. Once all approval are done, ticket should create in Implementation state directly. As we are by-passing OOTB flow and cre...
Auto-Populate Impacted User field based on currently logged-in user
Hi,In the record producer, I have a field called Impacted User field. I want this to auto-populate based on the currently logged-in user. How to do this? Please give a script for this.
Integrating Microsoft Quick assist with ServiceNow
Hello experts, Please help me with below query.Is it possible to do integration with Microsoft quick assist and servicenow. The reason is, our technical team want to remain on the incident form and connect to callers computer via quick assist. Is it ...
Resolved! Help icon (Question mark) showing next to the fields on all forms after an patch upgrade.
The help icon are showing next to the fields on all forms in dev and test instances. But in production the question mark help icon is not shown instead when we hover on field the text is shown. Kindly help how this can be enabled in prod instance as ...
Resolved! Correlation ID for ServiceNow Table REST API and Transaction Logs
Hey everyone,When using the ServiceNow Table REST API, I'm looking for a method to correlate each API call with its corresponding transaction log entry within ServiceNow.- Ideally, I'd like to identify a value within the REST API response (either in ...
Exporting incident history, including outbound emails
I have a request from a department at my company to export the entire incident history for a handful of incidents. They want to see the usual incident information along with notes, customer communication, or outbound/inbound email done within that in...
Resolved! Comments and worknotes limit
In some Incidents we have a large amount of comments and worknotes, and the first entries are no longer visible, what can I change to make them all visible or at least increase the amount
Self Service / My Assessments and Survey - Card View
Received a request to enhance this area so all assigned Demand assessments are setup as a individual "card" in this view, just like the Customer Satisfaction Survey. I looked at the UI Page properties, but couldn't decipher why it works one way with ...
Resolved! Client Script to Populate Field based on Another
I have a need to populate a field (target) on the incident form based on the value of another field (source) also on the incident form. The source field is the configuration item field. If the configuration item field is an asset then the target fiel...
Resolved! Create an Outlook Mail Template From Incident Ticket
Hi everyone, Is it possible to create an Outlook mail template consisting of a To, CC, Subject, and Body (with a table) from an Incident ticket? Maybe I can pull some data like ticket creation date/time, INC number, ticket caller, etc. and make a sim...
Resolved! Button visibility for Incident states
Hi,For the incident form, I want the buttons like 'Save' or 'Update' visible for states like New, In Progress, On Hold. And I want these buttons to be hidden on Closed state. How to do this?
SLA Configuration
I'm curious to know what the general population sets as their response and resolution SLAs on incidents.
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