In Service Operations Workspace, when the Agent Assist knowledge search results are displayed, the agent has an option to attach the article which goes to "Comments" field by default. This can be changed to go to work_notes. However, we want to have ...
The email attachments being sent by Outlook into ServiceNow are being renamed by ServiceNow to message.eml. Please assist to fix how ServiceNow is ingesting the email attachment so that it has the same subject title of the email.
We have implemented the guided tour for Incident management.Is there any way to get the list of users which used Guided tour and also when the guided tour was being used by users so as to generate the report for the same.
I have a user that was missing some of their incidents on their account that seems to have been related to a change we made in our domain. We changed the users email address in our AD domain from domain1 to domain2 to match the new name of the divis...
Hi everyone, I would like to display the On Hold Reason within the activities of an incident. Currently, the status is displayed, only. How can I realize this additional information? Thanks and best regards,Matthias
Whenever I clear the assignee from an incident, it continuously reassign back to same available agent. Shouldn’t AWA choose another available agent to assign the Incident? Expectation is that if an agent is assigned to an INC and they deliberately re...
I need to remove the section(cause) in the incident form in SOW, I have done configure form layout and form builder. it's done but it is still showing in the incident form, I don 't know how it is showing even after removing completely, can you guys ...
Hello Group!I am trying to create a visual within my Dashboard where I can see the IN & OUT evolution of cases, and I can't figure out how to do that. I can do an Incoming Volume and also Closed Volume and I cant figure out how to combine both in one...
Inc is getting opened into work in progress even after it was closed as user has able to open INC even after the INC was moved to closed state where even if it was closed by mistakenly it wouldn't able to open in that case it opened, what is reason b...
Hi All, We are in the process of setting up Service Operations Workspace (SOW). We are fairly early and we know what fields we need on the incident form for our teams to work but we want to shake up our standard layout. The initial assumption has bee...
Hello,I have a requirement to enable chat summarization for microsoft teams, does anyone has any idea how to configure this.
Users are replying to emails on a new, custom SMTP server, but the emails aren't reaching ServiceNow.The custom SMTP server is receiving user replies, but these are not reaching the ServiceNow instance.We have disabled ServiceNow's custom SMTP server...
Hello I have an issue with Maintain item list view, I can`t search, can`t even right click to get the list options, can`t click on that hamburger menu ... seems like it is locked by certain ACL .. all was working fine but suddenly I got locked out o...
Hi All, How Workspace and require roles works in UI Actions, can any one share with real time use cases.