Hi Folks, I'm curious about some examples and feedback on how your agents are working with CI fields in your INC setup.Trying to remodel current process a bit and it would be great to hear what works and what not. Here's my questions (please not I in...
Hi, Is it possible to generate a report where it checks whether the agent(assigned to) has touched their ticket on particular day. The updated by and Updated field cannot be used since even when other than assigned to agent make changes then the u...
Hi Team,I need to pull out a incident report where in report its visible like "Assigned to our team" and resolved by our team", what condition can be applied, I tried with Opened on today & assignment group our team group & assigned to our team or re...
Hello Everyone, right now my personal PDI having the blue color to the New button on the Incident table list view l. please observe below image for reference. but i want to the another color. How we can change the color
Hi,I am facing an issue regarding work notes , My use case is that when user enters input in the work notes, if the length of the message is less than 30 , i have to show a error message on the field itself, but this has to be real time while user is...
Filter Retired Configuration Items from Incident
Hi,By using the ATF i want to validate whether notifications are triggered or not Can some one will help us the ATF test steps to check whether the notifications are triggered or not. Thanks,
I would like to create a new company department master in ITSM. Could you please confirm if the following procedure for creating a new company department master in ITSM is correct? The process is expected to be similar to user registration, as outlin...
Hi Everyone Right now i am working Incident from view enhancement related story . In that present my Org present view is like in below attachment(Incident present view) like one after one means one below another one is available . But my requ...
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...
