CSM on top of ITSM
Hi , Broadly speaking if we are implementing a CSM on top of ITSMwhat are things which to be taken care of ? Thankss
Forum Posts
Resolved! How to migrate Journal Entries (Work Notes / Comments) from one record to another during data migrat
Hi all,We are currently performing an operational data migration between two ServiceNow instances, and cloning is not an option due to environment restrictions.As part of this activity, we need to transfer journal entries (work notes and additional c...
ATF Step Configurations
Hi , Recently, we upgraded our UAT instance to the Zurich release. Before the upgrade, we performed a clone to UAT. After the cloning process, I observed that in ATF, all the step configurations were missing. When I checked the Step Configuration tab...
Subject: OOB Incident Workflows Missing in Yokohama Instance
Subject: OOB Incident Workflows Missing in Yokohama InstanceHi all,I’m unable to find the out-of-the-box workflows for the Incident table in Workflow Studio or the Workflow Editor in our Yokohama instance.I’ve already verified the following:• Checked...
SLA Issue after Zurich upgrade
Hello Team, We have recently upgraded our instance to Zurich after this upgrade we are experiencing one intermittent issue related to SLA's that is though incident is resolved still resolution SLA is running and getting breached same thing happened w...
Resolved! Incident Subcategory Visibility (Frontend vs. Backend)
Hello Community,I am looking for the best practice method to add a new Subcategory choice to the Incident form that is only visible in the backend and hidden on the Service Portal/Customer-facing Incident Form. The Goal:I have successfully added a ne...
Resolved! How can I display a less than symbol in an annotation field (html) on the incident form?
The annotation field should show an information for users that they know how to categorize the impact.I want to display the text with math operators < and > . The shouldn't be interpreted as code and I know I have to use the code > for < and < ...
Resolved! Major Incident Management Field Icon
Hello Everyone reading this..I wants to add a danger icon/image in Incident record inside the 'Number' field(just right to numbers), whenever the incident state will be major incident accepted so that it can get differ from the P1/any other incidents...
Configuration Inquiry: Displaying Full 'Display Name' in System Fields ('Created By', 'Updated By').
By default, the 'Created By', 'Updated By', and 'Opened By' fields store the username. However, I want to display the full 'Display Name' instead.
Major Incident Management in Agent Mobile
Has anyone extended Communication plans, playbooks etc on Mobile?While SOW experience works just fine, we have a heavy user base who use their mobiles to report a Major Incident. We would like for the communication managers to be able to send out em...
Resolved! Unable to call script include in report
Hi All,I m having a script include to return the group members of assignment group, and below is the script.I need to call in the report and trying like below but not working. Please guide in how to call script include in report getSDgroupmembers: fu...
Remove Workspace from the Search
Hey All, We currently are not planning to use the workspace ticket view with tasks so I need to find a way to disable it from the search. We just recently upgraded to Washington on our Dev instance and noticed that the global search is gone. I'm look...
Resolved! Can we reduce Priority for closed Incident
Dear Team,We have come across a situation where we need to reduce the Priority for Closed incident from Priority -1 to Priority -2, we have tried by Data management also by Fix script wherein we could not able to accomplish it on form view but at the...
Resolved! Post Incident Resolution template in Incident Management (not just MIM)
Hello.My company has the following requirements: - Any incident can create a post-mortem report (Post Incident Review Report, but not just for Major Incidents). - Depending on the caller/assignment group, to have a different template for the Post Inc...
Business Duration in Incident form is showing 0 or empty
The Incident Business Duration is showing zero or NullAs per few product docs, I have checked the system property : glide.ui.glide_list.start is enabledOOB business rule mark_resolved / mark_cloesd is activethe calendar days are 24hrs still the Incid...
| User | Count |
|---|---|
| 6 | |
| 4 | |
| 3 | |
| 3 | |
| 2 |
