We have an OOB before query Business Rule (Order: 100) on the sys_user table that restricts access to inactive users. Currently, only admin and specific privileged users can view inactive user records. As a result, tickets (such as RITMs/Incidents) r...
I am working on Scheduled report and i was stuck at calculation duration to it. Requirement is: there is a report called unreturned devices - Duration Trigger based off age of ticket – (created and updated relative 3 days i mean not updated since c...
Hi developers need help on how to change the url in survey notification email script.
Hi team, am currently tearing my hair out trying to get the sla to show up in Incident Mgt under Record Information in the SOW. I've read many a KB about it but all the advice seems to point to things I can't find. It's working in Dev and I've tried ...
Hey Folks, I am facing issue for string field, where I am able to save more characters than allowed, for instance on description field of incident, length is 4k but I am able to save text with char length 4100, while searching I came across KB in whi...
Response templates provide reusable messages that can be copied to an incident or task forms to provide quick and consistent messages to usersProcedure In the main platform, in the filter navigator type “Response template” to bring up “Response temp...
Hi All, Please suggest how to achieve this requirement in the case email notification:As mentioned below, the case notification is triggered whenever a case is resolved. However, the email notification contains the "Open the Case" link. If the user c...
We would like to know if it is possible to have the body of emails sent from a Incident Communications Task to be posted into the history of the Incident record. If this is possible, does anyone have any ideas how this is done?
Hi Community, I'm looking for clarification regarding the expected behavior of Primary Contact user in Incident Management.Does being listed as a Primary Contact grant access to an Incident record? I'm trying to understand the standard ServiceNow beh...
Hi Community,I have a scenario where certain business managers (non-ITIL users) need the ability to view incidents in ServiceNow without being granted the ITIL role. These users:Do not need to create, update, or assign incidents.Only require read-onl...
What is the use of 'refresh impacted services' ui action in the context menu in Incident application? Once the CI is selected in the Configuration item field, upon saving the inc form, will the impacted services related list automatically populate or...
Hi Team,We have a Remote Task Definition (RTD) in Service Bridge. Recently, we updated the RTD and created a new revision to fix an issue. The new revision is active and is being used for newly created incidents.However, incidents that were created b...
I have a catalog where i have some variable 4 variables are: applicable timeline->Select box->with values Yearly, Quarterly, Monthly. when each value is selected appropriate variable will get visible : applicable year -> Single text ->current year ap...
servicenow version is "glide-zurich-07-01-2025__patch10-hotfix3-07-01-2026". Problem with Reports. Created a report to find average time taken to resolve incident. Table: Incident_slaGroup by : PriorityTrend by: ResolvedAggregation: Average on busine...
Hi team, I had installed a plugin called 'task intelligence for itsm' in my dev instance. After that my mistake i have uninstalled it. When i try again to install it i am not able to find it in my plugin list. It is there in my other environment inst...
