Hi,we are implementing Live Agent in Tokyo and one of our requirements is to link a new interaction with an existing incident (e.g. a user following up an earlier call). In Service Operations Workspace there doesn't appear any way to do this but you ...
During a recent audit finding, we discovered that incidents which are created direct to Resolved don't get an SLA attached. Obviously, the SLA would always be met, both Assigned and Resolution; however, our audit team wants to see that an SLA gets a...
Need to change the color of the user or ribbon based on snc_internal and snc_external roles who has put comments in the activity. So that we can differentiate that whether that comment has been put by Internal user or External user on the ticket.
Hello,My customer doesn't have CMDB configuration done and we are preparing a POC to tackle some incident triaging issues. Currently they are following manual assignment of incidents. SNOW is integrated with CRM for logging tickets and dynatrace for ...
I have calculated MTTR based on created date and resolved date but output is not getting fetched in actual field. when i created test variable getting proper output. MTTR field type is duration and created date and resolved date are date/time type. b...
We are going to be transitioning over to ServiceNow in January and we are trying to nail down the CSDM model still. There are currently some gaps in the model for us such as how to log incidents against specific web browsers and the intranet/interne...
1. What location should I use to ask questions of Service Now ticketing2. How can I set a notification when there is an activity in one of my tickets.
Hi, Is there anything in Service Now that is OOB so from a Service Desk perspective the Team can use to log call backs in. The Incident module within Service Operations Workspace, lets you put tickets On Hold, but no option for a Next Action Date ( w...
Hi,Can anyone please help me on how to create metric definition for changes which are reverted to new and it should be able to report by assignment group. Thanks in advance.
I have a Ui action name "on hold", this Ui action will be calling a particular view "on_hold", but this view is having all Ui actions. But I don't want to dispaly any Ui actions/Ui buttons in the popup view. Caqn someone hel
how to explore reports and dashboard in PDI?reports and dashboard for incident, problems, change
Hi, Has anyone been able to activate the new Major incident Management workspace, that I think was introduced in Washington patch 2 release? Im trying to activate the MIM workspace in my PDI but im failing to do so, when Following these instructions...
Hi, I have a requirement to show a confirm box if they create a duplicate record. The confirm box should have the link of existing record. How can this be achieved. Thanks
I need to track how long an incident stays in each state for reporting purposes. Is there a way to log this automatically in ServiceNow?
Hello, everyone.I want to create a report that shows how many times an incident was reassigned, and how many times a user was assigned to another user within the same group. Can we use performance analytics to meet this requirement? or using metric_...
