We have a use case where Incident Tickets should be automatically assigned to users based on their schedule. I see the Advanced Work Assignment will do a good job of auto assigning tickets when agents make themselves available in the Service Operatio...
In an Incident form when assignment_group is changed the assigned_to field should become empty.I need an On Change client script to execute this. Please help me with this.
Over the years, I've been asked to recognize incoming emails by various criteria (typically sender email address or subject line) and make various assignments to assignment group, status, caller, etc. It seemed to me that the most expedient means of ...
We are using Lexmark integration with SN, basically we have created a transform map which is helping in mapping the fields (the fields which are being sent in the payload to the incident fields) So, when the same payload is being hit using lexmark - ...
Hi Please help here. As a ServiceNow developer I want to review and update the incident management process flow, So that incident handling is aligned with current best practices and organizational needs. Acceptance Criteria: The current incident mana...
When we click on "Create new template" from toggle bar, it will open template page with pre-populate values based on the incident. Can someone let me know how it works? How tool populate values from record?
Hi All I am trying to focus the cursor on a differnet field using client script . Its working on my PDI where as on my Client instance its not working as the DOM object is set to True . KB says to set it to false , but at organization level they d...
Hi, I have a query on Business elapsed time field in task_sla table. Where does this calculation for Business elapsed time field is done. We know that Business elapsed time is calculated based on not considering on hold state and non-business hours...
HI,Since Morning My PDI is offline. Can anyone Help me on this.
We are using the "Standard Ticket Configuration" that was new with the Paris release. On an incident in the portal, there are Actions OOB that include Resolve, Close, and Reopen. when selecting cancel option i need pop up like "please provide reason ...
I am working on a ServiceNow form that includes a Multi-Row Variable Set (MRVS) with fields for Configuration Item, Manager, and Additional Manager. When a user selects a Configuration Item, I need the Manager and Additional Manager fields to automat...
We are enabling the Workspace ONE ITSM Connector integration this weekend. One of the features is the "Send Message" functionality. We want to be able to grab the message that is being sent so that we can add them to the work notes. OOTB the work not...
how to auto populate incident number on a change request when change is created from Incident
Hi Team, I would need to one help to pull out a report for Response & Resolution SLA Missed, what is the correct way to pull out the report, currently I am pulling out two report one is response SLA (Ticket Opened on last Month/Today etc.) and for re...
var sc_task = new GlideRecord('sc_task');sc_task.addQuery('number','TASK0848064');sc_task.query();if(sc_task.next()){ gs.info(sc_task.variables.is_this_a_financial_or_physical_transfer); gs.info(sc_task.getRowCount());} Output: *** Script: und...