Can we mask Survey URL for end customer?
We have requirement to mask ServiceNow Survey URL for external customer. Can we achieve it?
Forum Posts
Configuration of Incident Resolution SLA for Upgrade/Downgrade then SLA should change
HI Communty,Whenever the priority of the incident is upgraded from low priority to high priority,Then the SLA should start from the time the priority was updated.ANDWhenever the incident is downgraded from high priority to low priority,Then the SLA s...
How to map a Jira Custom filed to servicenow incident field in Jira Spoke Sub flow ?
we are having a bi directional integration between ServiceNow and Jira by using Jira Spoke. I'm trying yo map a Jira custom Filed with Servicenow Incident root cause field which is a choice field. But even after I updated the Jira custom field in the...
Dashboard for Repetitative tickets
Hi Team,i need to create a dashboard ticket which are repetitive, how can i do that is there any way in ServiceNow to achieve that if yes, what filter i can apply in the report to showcase, rather than doing in the excel. Regards,Garvit
Make additional comment read only in portal when state is resolved in incident table.
Make additional comment read only in portal when state is resolved in incident table. we need clone the existing widget to new widget and make this possible. Please help me to resolve this issue.
Resolved! On an Incident form only Assignment group members should be able to edit short description field. Ho
Hi, i was asked this question in an interview. please let me know what script we need to write. On an Incident form only Assignment group members should be able to edit short description field. How will we implement it?Thanks,sry
Resolved! Incident Progress bar is not working correctly.
Hello all, I have a requirement that when an incident 'Assignment Group' is changed, the status should be 'Active', so I wrote a business rule Before Update , and the status changes based on the Assignment group, but the progress bar displays incorre...
How does ServiceNow handle SLA breaches within the Incident Management Lifecycle
How does ServiceNow handle SLA breaches within the Incident Management Lifecycle, and what are the key steps involved in escalating an incident when an SLA breach is imminent?
State of an incident reverting to assigned while creation
Can some one help to understand what is working in backend, while incident creation (manually from Form level) we selected state as pending and pending reason, but incident got created with "assigned" state with pending reason.
Restrict RITM and SCTASK Visibility based on RITM assignment group
Hi, I have a requirement to restrict the visibility if RITM and SCTASK based on the RITM assignment group for a particular catalog item, The RITM and SCTASK should be visible only to the RITM assignment group and approver group (RITM assignment group...
How to create report ticket acknowledge first assignement before it transfer to another group
Hi Team,i need to create a report where it shows ticket first acknowledge by first assignment group before it transfers to another group and how much time it takes to transfer to another group and how can we calculate the ageing from ticket transfer ...
Resolved! How to prevent the updates of state changes in Activity log multiple time
Hi,I have a requirement in which after state changes to Assigned, an additional comments will be added.Comments will be : "Acknowledged the incident. Investigation is going on and will provide the update shortly."I'm doing this using After-update Bus...
Resolved! Cannot change Major incident workbench Communication tasks
Hi all, I have followed this tutorial in trying to set up my own MI Workbench communication tasks.https://www.youtube.com/watch?v=jxTfj_yGgk4 This means I have set up a new Communication Plan Definition connected to a couple of Communication Task Def...
Field value calculation metric definition is not working
Hi Team,I have created field calculation metrics definition on the incident table, but when I am creating the record in the incident table for the first time so in the metrics instance table no record is created.but when I change the value of priorit...
SNOW schedule entry query
Hi Team, I want to create schedule "cmn_schedule_span" Requirment is July-Sep WHs:9:00 - 15:00 The whole week (Monday to Friday) repeats every year from July 16th to September 15th. Attached a screenshot. Repeat until - 2024/09/15If I add Repeat unt...
