Resolved! INBOUND EMAIL
Can anyone tell me the flow of how universal request is created through inbound email?
Forum Posts
Resolved! Need to Auto-Populate Incident Number in RITM Field from Parent Incident
Hello Developers, I have a requirement where an RITM is created from an Incident using the 'Relates Search Results' functionality. From there, users can search for a Service Requester and click on ‘Order’, which redirects them to the catalog item usi...
Make work notes mandatory whenever attachment is added
I have to make the work notes mandatory a new attachment is added on the incident form in the instance. As of now, the attachment gets automatically save on to the save just by clicking on the paperclip icon and adding the attachment through it. We d...
Resolved! Reference Qualifier not working
User Selection: The form allows selection of multiple users.Group Filtering: Based on the selected users, the Group field should dynamically filter and show only the groups that are common to all selected users.Validation Logic: This ensures that use...
Reply, Reply All and Forward Button Greyed Out in Incident Activity Stream
Within an incident in the activity stream, we email the user to gather more information, and they reply to our email. But if we want to reply back to the users last email we can't. The reply icon is there in the top right-hand corner, but its greyed ...
Resolved! Knowledge Management - Articles request & Contextual search
Hi all, In the attached flow I see that the articles can be requested by the Knowledge User.This articles requests are about knowledge that can be created from a task (e.g., incident, case, change, etc.)?How generally a new article request can be rai...
Impact and urgency not coming in PagerDuty priorities
Hi All, Greetings! We are working on ServiceNow and PagerDuty integration. We have successfully test the connection between ServiceNow and PagerDuty. Now we are working on "Priority Mapping". When we PagerDuty priority Ids, but when we open any prior...
Resolved! Subject: Seeking Advice on ServiceNow Internship/Externship Opportunities
Hello ServiceNow Community, I'm currently exploring internship/externship opportunities related to ServiceNow and would love to get advice from those with experience in the field. I'm particularly interested in roles that involve ITSM, development, b...
Universal Request
Hi team,Iam working on universal Request.i have created a universal request and then create a request with ui action but again new UR is getting created.
Resolved! Manager access to direct report incidents
We have been getting several request from managers to be able to see their direct reports incidents. I added an read ACL with the condition of caller.manager is (dynamic) me. I also tried adding a ACL with current.caller_id.manager = gs.getUserID(). ...
In platform alert when ticket updated with notes from customer
Is there a way to highlight or identify a ticket when the customer updates the ticket with notes via a reply to the email sent from the platform? Either by color, alert or some other method to notify the Service Desk rep that the customer replied via...
Filter activities in service operations workspace
Hi Team,Can anyone help me how to set by default select only two fields for specific group in post types in service operations workspace.
When reviewing the VIP incident, I noticed that the caller’s name appears in red text on Chrome, but
When reviewing the VIP incident, I noticed that the caller’s name appears in red text on Chrome, but not on Edge.
Problem task is not created for the p1 critical incidents after incident resolve
Hello Team,I have some problem regarding problem task. problem task is not created for the p1 critical incident after closing. could you please help me with this issue.Thank you.
Resolved! MIM Workbench and Email Comms into Child Tickets
Hi We use MIM Workbench when managing a major Incident, is it possible when we send comms emails from MIM Workbench that it also posts the email into the Child Tickets associated to the Parent tickets as a customer visible note, so that users can see...
