Hi, 1-> In this workflow, I didn't understand that how this is getting data of SLA from incidents, I checked for the property in sys_properties table but didn't find any property names like this.2-> If I want to create a new workflow in which at 80% ...
Hi experts, I have a use case:In my RITM Record, there are a couple of Catalog item variables which are mandatory. I want that the catalog task that is linked to the RITM should not be close complete/close incomplete/close skipped until and unless th...
FYI -- Incident requiremt Current Behavior (OOTB)When an Incident is moved to Resolved state, it automatically transitions to Closed state after 5 days (controlled via system properties).During this 5-day window (between Resolved → ClosedThe Actual S...
Hi Experts,I am facing a strange issue with Knowledge Article publishing and would appreciate your guidance.EnvironmentKnowledge Base is configured with Instant Publish workflow.Article Type: StandardKnowledge Versioning is enabled.IssueFor one speci...
Hi On ESC-standard ticket form I added details tab which shows variable summary. The issue it shows all the variables even not answered ones. I only wants to show answered variables. How to achieve this without so much customization??
Hi All In esc portal,I have Can't find what to use ,so when any user clicks on it,it should redirect to chat (which is attached in screenshot) how to achieve this
Requirement :2 new fields: Affected CIs & Impacted Services on the change_request table. These new fields will be integer field types that are populated with the number of Affected CIs and Impacted Services shown in the related list. THese fields nee...
Difference between Form Design Builder and Layout
We need to make a change so that Incidents cannot be closed if they have open incident tasks. We have learned that users are closing incidents before others close out the incident tasks assigned to them. This results in the incident task being closed...
Hi , We have a requirement to show a red-dot behind the Incident number in list view of Incidents in CSM/FSM configurable workspace. In native view its simple, add a style to the field it will display. But the same wont show up in workspace, how to a...
hello all, Does anyone have any idea how to create this button here ? or anywhere in the white area, I want a button to be visible. And I want the button to be visible only for specific record producer (which creates a record in incident table) S...
created record producer variablle named as cyber and it is Yes/No type variable If user selects yes on form and submitted incident from portal then Type of the incident should be security
Hello all, In service-now, on the incident form, there is a reference field, "Caused by Change" and it is referencing to Change request table. And similarly, on the change request form, in the related sections we have Incidents caused by change, wher...
We are planning to implement predictive intelligence for incident categorization. What is the best way to transfer production Incidents to sub production instance to train the models? We cannot clone as we have a lot of ongoing development activitie...
Hi team, what is the normal time required to load incident form without any customization? thank you,