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Doubling up on "Work Notes" field

Hi All,I have a minor issue where the "Work Notes" field will show up twice for existing tickets, but only the top one (above the "Screenshot" field) shows up for new tickets.I've looked through the Form Design and Form Layout settings, and I don't e...

Resolved! Additional Comments/Work Notes Issue after Clone

After cloning prod down to any sub-instance I've noticed that all of our Additional comments and Work notes (all activities) are showing as being submitted by the Requestor even though some of those comments/notes were submitted by the Assigned to. T...

TStark by Kilo Sage
  • 480 Views
  • 1 replies
  • 2 helpfuls

Resolved! Instance name and email address changes

I have a question related to how the responses handle by the instance after the change the email address.User case:Currently , when a customer replies to an incident notification, the email is sent to XYZ@service-now.com and response fetch to corresp...

attanhes by Tera Guru
  • 1118 Views
  • 4 replies
  • 0 helpfuls

filter\report on reopened incidents

Hello! fairly new to this aspect to ServiceNow, im coming from being an agent creating the problem to being the one that has to find the problems   Long story short i am looking for ways to create filters in Servicenow based on users reopening incide...

craigfear by Mega Contributor
  • 1179 Views
  • 3 replies
  • 0 helpfuls

Resolved! Auto categorise incidents when self resolved

I'm trying to set the category and subcategory of an incident when its set to resolved by the user on the employee centre. I've put in a business rule to set the category fields to resolved by user if conditions are resolution code is resolved by use...

lynchr02 by Tera Contributor
  • 689 Views
  • 4 replies
  • 0 helpfuls

Major incident like P1 incident

Test Name : ITSM -- Major Incident  Management -- Escalated.Test Name : ITSM -- Major Incident Management -- p1 incident.Step that failed -- Communication Tabs  not appearing.Expected result --  Update , Alert , Tech Bridge , Resolved.Describe the de...

Ram012 by Tera Contributor
  • 253 Views
  • 1 replies
  • 0 helpfuls