We are planning to start using Service Portal but users are getting confused about the "Copy this Request for" functionality. Historically we have not had success with this feature. How can we hide or disable this?
Our company is rolling out Service Now in December. We will be on the Yokohama release, utilizing SOW. I want to create a feature my Service Desk agents can use to search through the classification lists using keywords, assisting them in quickly id...
When a Major Incident is triggered, I would like to automatically create a series of Incident Tasks on the MIM incident ticket. Note, I am not talking about the communication tasks. I have seen this in a demonstration, but I no longer have access t...
Hi All,We have two fields Business domain and Business function on the incident form as shown in the image. Now we are working on getting the values populated on the form when a CI is selected. We have written before insert business rule with the fol...
Hi Team,I am facing an issue with a Record producer variable configuration and need your guidance.Scenario:We have a variable called Watch Parties in a the item. It is a List Collector mapped to the Watch list field and uses the sys_user table. When...
How to maintain the "To" field in the email client template from Major incident?
I need to create problem record for similar incidents, is there any easier way to do this? My initial thought was to Use Predictive Intelligence using similarity clustering and then apply business rule to create a problem if ~10 similar incidents are...
Good day, Is there a posibility to create a report that will include all items, Incidents, Requests, Service-tasks and so on that were not only created for the group directly but also assigned from other groups to the one that is included in report?
Can someone please suggest a way to unrelate/unlink/remove attached knowledge from incident record.
Hi all,Looking for help. We have knowledge articles that we have associated to products (Configuration Items) via m2m_kb_ci. When an incident is being created we would like the contextual search results to display matches based on short description...
Hi, I have escalated Universal request to Incident (using Create Request button on UR, it means UR plugin has been installed and activated correctly).But when Incident is resolved, I want resolution from Incident to get passed to related UR, which is...
Hi Team,Regarding change model, we want to change the change model view but when we are try it is showing only two models and all standard changes, I want to show all four models only.
Hi Community, can you tell me the best way to configure and use communication templates for Major incident management who to send to?What to Send?How often to Send comms? If you have a link to a tutorial that would be really helpful Kind regards
Hello Everyone, I have a requirement related to the Incident form in ServiceNow, and I would appreciate your suggestions on how to achieve this.We have several Record Producers that create incident records. Each record producer has its own set of var...
We follow the out-of-the-box Problem Management process, where problems must be created only from incidents. However, accessing problem.do allows users to bypass this and create problems without an associated incident.Proposed Options:Prevent access...
