There is a requirement to show the “Business Impact” and “Probable Cause” fields under “Resolution Information” for non-major incidents. Currently, these fields are only available on the Major Incident tab and are accessible only for major incidents....
An incident that originated in Marh 2023, does not show all the history. An incident was created in 2023. When I check in History, it shows as created in 2023 but under activities, it is captured from 2024. How to have the activities to be displayed...
We have an integration with ServiceNow and ArticWolf that has been working with issue for a few months. Approximatley 6 weeks ago, every Artic Wolf issue is creating a incident when newly reported and is also creating a new incident when updated fro...
Hi everyone, how are you?! After the user opens INC using the Form via Portal and submits it, the INC will be handled by the Resolver in the Backend. All Resolvers are from the Capital of São Paulo - Brazil, I have already configured "Schedule: 8-5 w...
Hello! My team and I looking for best practices for capturing additional data in the Service Operations Workspace (SOW). Preferably before an incident is saved. Specifically, we’d like to:Display custom field(s) with labels, most likely questions, as...
We are working on the implementation of Service Portfolio Management within our existing ServiceNow platform. Is there anyone here who is using Service Portfolio Managment today that can speak to how you have approached the Service/Service Offering a...
Hi, i have a requirement of MIM communication plans recipient list filter. When an incident is promoted to major incident - Communication plans will be attached to it(Initial, update and resolution). Open any communication plan we have communicate op...
Hello helpful community! We found that OOB any replies to the "Activity Stream @Mention Email" will populate in the additional comments field on the incident record. Our requirement is to change this so that replies are added to the work notes inste...
I'm trying to pull data related to Incidents my team has worked, but the ticket was transferred to another group who closed the ticket. Even though my team didn't close/resolved the ticket they did work on it and that is what I'm trying to capture. A...
We created have one notification when group is changing to another group notification should trigger example cloud comuting group everyone receiving notification, but the thing is Krishn Masiwal this user not getting emails insted this user is email...
Can we modify the "Create Normal Change" ui action for incidents to redirect it change model selection page. As every time it is putting the default change model and Users want to select the change model while creating a change from incident.
Hi, I have a requirement to display the error message if the assignment group is empty only on the classic UI but to hide it on the Service Portal. Will the below logic work? if (gs.isInteractive() && gs.getSession().getStackName() !== 'Service Porta...
Hi , My requirement is in major incident communication plan - Emails should be sent in language of the person receiving based on their language settings in their profile. is there any possibility of achieving this. Thru notifications we can do it usi...
Hi Team, *This is my first post, so sorry if I ask something not so intelligent* We are looking to monitor performance of our managed service provider, and as part of KPI, we want to track how frequently incidents are being updated in the work notes...
in business rules what the difference filter condition and in advanced condition field
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