I have an issue where ITIL users who are not members of a set of assignment groups are moving tickets out of the assignment groups and I want to prevent that. Let's say I have AGs A, B, and C where, incidents of a fairly specific type fall. I only wa...
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...
We are using AWA to assign incidents to agents. When an incident is assigned to an agent manually, the "Incident Assigned to Me" notification is triggered. However, when an incident is assigned to an agent via AWA, the notification is not triggered. ...
Hi All, How to change date format from 2024-08-14 14:12:01 to 2024-Aug-14 02:12:01 PM, In incident i want to show as a filed message. getCallersLocalTime: function() { var id = this.getParameter('sysparm_caller'); var callerOb...
Hi,I am trying to update the Work notes of incident from the flow designer. Somehow it is not updating the worknotes when triggered.Here is the script (function() { var workNotes = ''; if (fd_data.trigger.previous.assigned_to) { ...
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...
Hello,Could anyone please help me on the below requirement. We have many business application and for the job fail the alert is getting recieved.Now we need to automate the incident creation. We have used the OOB the create incident inbound action a...
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...
Hi, We have a custom widget 'Incident Standard Ticket Actions'. When the incident is escalated from end user, it will be assign to the new Assignment group ''ABCD", additional comments and work notes are updated in Backend.In the work notes, we are m...
Hello experts, Is there any way to extract a specific string from a line. Format "Teams Group with id '($NewGroup.Id)' updated with member settings allowCreateUpdateChannels:false and allowDeleteChannels:false" example 'Teams Group with id '6667f10bc...
can anyone tell me how to create an idea from an incident or request item?
How can i add pagination or show more option in my custom widget Please explain how its works in a simple way
I want to change the "Evaluation" in the problem management to "Assigned." Do you have any good ideas?
Hi all! At my current employer we run into the issue that Service desk agents have discovered (advanced work assignment) if they leave their chats open after they finish helping the end user, through which they can avoid assignment of new chats. This...
sending an email from the toggle bar for an incident record is not updating date/time stamp for the recordis there a way for this to happen?Thanks for your assistance in advance
