ITSM
How can I restrict KB articles from particular KB on Service portal. As of now restricted KB articles are visible but once I open it shows this message. How can I remove articles which are restricted. Can someone please help.
Forum Posts
More incident records updated than the ones shown in the filtered list (via SOW)
One of our agents started from the "Open Incidents" in SOW and applied the filter shown above.He selected all rows before updating the "assigned to" field via the Edit feature. Although the system mentioned that 145 rows had been updated we noticed...
Broken inheritance map
I'm trying to clean up users that no longer need the itil role and some show inherited permissions. When I look at the inheritance map it does not show the users are inheriting the role. From what I understand, this can happen if a group is deleted w...
Incident ticket when it has been reassigned to user getting error - doesn't have valid teams token
In an incident, a ticket is reassigned to UserX and then that user has an error in the Work Notes:UserX doesn't have a valid teams token and UserX will not be added to chats started from this record. Any idea why this is occurring. The user does ha...
Resolved! Opening of an incident
Hi, Incidents are opened using CIs, but can an incident be opened using on an asset that is not considered a CI? Ex.: we are questioning ourselves if we should or not put laptops as CIs. If we decide not to, could we still open an incident under th...
How to auto submit the catalog form (create incident) when user click on URL
Dear Community, I have created service catalog form through record producer on incident table to create incident with pre-populated information. What i am trying to achieve is, when an end user load this form URL - https://instancename.service-now.c...
OOB Escalation field on Incident form
Hi all, I have brought the OOB Escalation field on the incident form, We can see there are 4 dropdown values under that field.But when I am trying to set any values on that field it is reverting to its original value which is "Normal" Can anyone plea...
Survey Taken on field
Hello How is the Taken on field set on the survey assessment surveys? Is there a workflow or some other mechanism that sets it when the state changes to Completed?
Resolved! How to send only recent comments added on incident record
Hi Team, We have a system notification created which runs on updated record and when additional comment changes and we want only the latest comments to be sent and not all.Currently its sending all the comments.Please find below the Notification crea...
Craete Incident from Knowledge not passing values
This works in the PDI, but does not work in our Dev instance. 1. Knowledge article viewing in the Knowledge Management portal2. Click Create Incident button3. Have system properties set to:incident.do?sys_id=-1&sysparm_query=active=true^comments=(Cre...
Help with Monthly Percent of Achieved versus Breached
Hi, I have a requirement to create a report of Monthly Percent of Achieved versus Breached . How to get percentage in my report. Its is taking count I do not want count just percentage. How can I achieve this? Thanks,Vaishnavi
Duplicate and missing work notes in Incident
Hi everyone Is anyone else seeing duplicate and missing work notes in Incidents since they moved to Washington. We raised an incident in August with ServiceNow and it is still pending and now we are seeing concrete evidence of missing work notes also...
Request an enhancement where, if we receive a "clear", the parent (and child) incidents closed.
Hello All, I have a requirement like "We currently have a business rule setup for incidents generated by abc, where it creates child tickets based on correlation ID. I would like to request an enhancement where, if we receive a "clear",(like short_de...
Incident Table Customization
In the future, we plan to automate service desk operations, what could be the possible impact of our incident customizations fields and business rules for our automations. We plan using Virtual Agents, Interactions and the likes
ITSM
When I add tag on incident form using form view, tags are removed once form is saved, Hence I am not able to see tags on list view and even when I open the incident still I can't see the tags I added. But if I add using List view tags are added. Can...
