Hi, I am working on Incident Preview view. I need to show On Hold Reason field only when State is On Hold. UI Policy is not working in Preview. I tried Display Business Rule and Client Script but it is not working. How to control field visibility in ...
Hi Community,I’m working on an existing AI Agentic Workflow that successfully generates a resolution plan when triggered through its configured channels. In the workflow, under Select Channels & Status, I have added a UI Action as one of the channels...
Hi there, I wanted to modify list layout of metric_instance table and add fields from reference field "id" for eg. incident's short description, state etc . Unfortunately there is no option available to dot walk into ID field although its a reference...
Requirement:When users navigate to Profile → Preferences, the Notifications section should be hidden.Users should not be able to view or modify email notification settings.How to hide this notification option in the preference pop up. FYI attache...
What is the best approach to limit all users other than admins to only be able to save/submit new incidents in a new state? The options to change the state to in progress, on hold, resolved or cancelled should not be visible until after the creation...
Recently, we built a Job Portal page where external users can visit and submit their details. Earlier, users needed to log in to ServiceNow, but now we can allow access to specific pages without requiring login.This makes it easier for external users...
Hi Team, Can anyone share me the steps how to add/modify/delete the Catalog/type/item
I am working with Service Operations Workspace and approvals related to Requested Items (RITM). In the approval record (sysapproval_approver), under the Request tab, there is a section “Summary of request being approved” that displays the columns Pri...
We had a question for Major Incident management. They would like it where if more than 10 similar tickets come in that they are automatically linked as child tickets. I already have a rule where if there are 10 or more child ticket it automatically p...
Hi All Can someone help me with a reference qualifier on a Catalog item I have the first variable on the form called "Colleagues Store Location", which is referencing the location table. I want the 2nd variable called "Name of colleague" which refere...
When an incident is created, the below is auto commented (attached): Is there a way that I can change what gets captured here?
Hi An additional field was added under resolution section on the incident form and added the same field in workspace view by using the configure option in sow incident resolve modal. However, the dropdown choices were not showing as expected. The cl...
Hi everyone,I’m trying to build an AI Agent that generates a summary using the Short Description and Description fields from the Incident table. I attempted to add a Script Tool to an existing AI Agent and provided tool instructions, but I’m not sure...
Hello TeamSuppose we receive an email request. Currently, we manually create an incident for the appropriate team and then reply to the email with the incident details.Is it possible to automate this process?For example, when an email is received, th...
Hi Everyone, I have created a Script Include, and with this Script Include I want to retrieve incidents that meet the following conditions:Incidents opened by meIncidents where the caller_id is meIncidents where I am part of the assignment groupI do ...
