Forum Posts
Resolved! SLA Definitions working Fine in DEV but not working in Test Enviroment
Hi , I have configured SLA definition with schedule 8-5 weekdays excluding UK Holidays. I checked schedule, all conditions but unable to find root cause of the issue why SLA defintions are showing wrong in Test environment can anyone guide me in tro...
what is dot walking and how to configure for incident table
what is dot walking and how to configure for incident table
Approval table rejected filed is not working when the approver as requested to Rejected
This is regarding Problem management table query. When we are raising problem task, we will give the Due date example (14/03/2025) and after the we will create the problem task. Here the story is if we are changing the Due date is (15/03/2025) and th...
Resolved! Hide options frm Urgency field in INC form when logged in user is in group which name starts with AB
Hi All I need to create Client Script to check if logged in user is in group which name starts with 'AB'. If yes then remove two options from Urgency field in Incident form: 1- High and 2 - Medium How can I create the script? Thanks in advance
Resolved! Not able to see related search result dropdown filter on Incident form.
Hi there, I observed that in PDI I have "Related search results" and its dropdown filter list is available to use. as you can see in below ss. But in dev instance I can't see drop down filter available. Please let me know what the reason could be & h...
Advanced Work Assignment - manually re-assign a work item in Pending Accept to a new agent
Within Advanced Work Assignment, and without defining the "Reassign on timeout" function on an assignment rule, I'd like to manually reassign a work item in a Pending Accept state to a new agent. For instance, if an agent's shift has ended and they s...
Preventing misuse of suspension feature
How can we put in a feature where we can ensure service desk / resolver teams are not using the suspend field for no genuine reason (no dependency on customer to resolve the issue) and we can track the usage of the same.
Major Incident Notification
1. Need to create/trigger notification when major incident is reassigned.2. Need to create/trigger notification when major incident is downgraded.3. Need to create/trigger notification when major incident is downgraded.NOTE: I have the data for WHO ...
Can the suggestion button for Predictive Intelligence be configured on the portal screen?
On the incident form of the platform screen, there is a suggestion icon behind the “short description” field，which is used to provide suggestions for entering the short description. Can this button be made visible on the portal screen as well?
Resolved! Reports
Hi All, We need to create a report to fetch the incident data that created per every hour for last 6 months.Eg: 1 Pm - 2 Pm (count of the incidents that created for last 6 months). Thanks in advance
Unable to edit the widget sript
While editing the widget https://hdstemp.service-now.com/sp_widget.do?sys_id=5cbb8f1053313010561cddeeff7b1272&sysparm_record_target=sp_widget&sysparm_record_row=5&sysparm_record_rows=8&sysparm_record_list=nameCONTAINSsurvey%5EORDERBYnamewhich is on ...
How to create a related list
Hi,I would like to ask on how was this related field created? So that if ever i need to created something similar to it i would know. Thank you.
Need assistance triggering SLA warning emails for response time SLA's
I have created Response Time SLA's for incidents related to a specific type of ticket. The SLA's trigger for the tickets, but I need to create a specific notification that references fields from the incident. The OOB SLA Warning notification is sent...
Using agent calendar with incident assignment for advanced work assignment (AWA)
Can the agent calendar be taken into account with auto-assigning incidents with advanced work assignment (AWA)? We have AWA working flawlessly but want agents out-of-office events in the agent calendar to determine their capacity for AWA? Has anyone ...