We have been on ServiceNow for 6 years, looking to put a purging strategy in place. our DB is growing and need to start looking into purging incidents. Wanted to see what other companies are doing. How long some may be keeping their Incident d...
Hi Team, I want to create a report in service now for Incident. It should show all Incident where the Channel was set as Self service at first when it was created . It should show all Incident even if channel was changed afterwards . RegardsSushant
When we convert Incident into Problem, the work notes & additional comments should auto populate in the problem also.
When the user select Incident state is "On hold" then remaining all fields should be Read only. Any idea how to build this above example task.
Unable to execute the Actions in After Business Rule even after meeting the given Conditions. Same condition is working fine in Before BR but not in After BR.
Hi all, Regarding Major Incidents:- OOTB Communication plans are only emails?- In Related Record I see "Incident Communication Plan": how it is related to communication plans if they are only emails? (records start with ICPxxx)- Post review report: w...
Hi All, I have a query, We have the team that does repetitive work and we want to eliminate that. Example: 1>When we have an incident as a Password reset, the incident is resolved through a predefined text that the L1 team copy pastes and closes. Pr...
Hello Developers, I have an user who faces issues while trying to initiate teams chat via incident form in ServiceNowError "Invalid requested resource path"It works fine for others. I have found the script include it's coming from but it's not helpfu...
Hi. I have a question about best practices regarding Parent/Child Incidents and how a Service Desk should handle these tickets during outage situations.Let's pretend there is a WIFI issue and as a result, 50 different people report this issue to the...
Hi Everyone,We need to customize the Global Search result display for Incident records in ServiceNow. Currently, when a user searches for an incident (e.g., "INC0010170"), the result card shows default fields such as Number, Opened, Priority, State,...
Hi Everyone,There is a dashboard in our client’s instance that includes a report titled "Open Incident". When clicking on this report, it navigates to the incident list view, which is filtered by:Active = true and State is not Resolved or ClosedHowe...
I need to create a view in incident form so that only ITIL users can access that view, how can I do it?
Hey,I’m looking for a detailed, step-by-step procedure on how to build a similarity-based solution—specifically within the Agent Assist framework. I want the guide to include how to define the solution, create recommendations, and also how to identif...
Hi All,I have a requirement to use create request ui action on incident form on click of which user should redirect to service portal and specific catalog item which they wants to raise a request from the incident. I am trying to use oob ui action "C...
Hi All,I am unable to activate the flow because of below error.INVALID_CHARACTER_ERR: An invalid or illegal XML character is specified.I am not sure where is the issue as we don't have any step no. to check which step has the issue. Could you please ...
