Our Service Desk is experiencing an issue where some agents are selecting less complex tickets from the queue while more urgent or complex items are being overlooked. We’re exploring options to address this behavior in a way that is simple to maintai...
Dear All, What is the best approach to configure automatic Incident assignment so that:The Incident is assigned to the Level 1 (L1) Support Group.The Assigned To field is populated using Round Robin among the L1 team members (i.e., auto. assigned)The...
Hello community,I'm trying to assign an incident based on condition and capacity.For ex: Via business rule, whenever an incident is created, based on certain factors automatically group A is assigned to incident when created.My requirement is that wh...
The company I work for is upgrading ServiceNow to version Australia. I would like to know what changes and/or enhancements are available in the new Australia version for the Incident Management process. Thank you for any help you can provide.
Hello Experts - We want to hide the bottom right chat icon in the Employee Service Portal. We can hide for all the users by updating below record, I just wanted to know if we can find on the basis of user profile. Regards,Harshal
Hello, We are facing an issue in Event Management where the Configuration Item (CI) and Assignment Group values are correctly getting populated on the Alert, but they are not being carried over to the Incident created from the Alert.We have configure...
I have a requirement in incident form ->Create a new button 'show suggestion'whenever a person raises an incident, this button will be visible and when a user clicks on it there will be similar past incidents will be shown to the user.How to accompli...
Hi Community, I'm investigating the possibility to connect a Copilot Studio agent to ServiceNow to allow users (at the very least) to ask questions about how to solve any incidents they might have - using ServiceNow's KB articles. To be able to do th...
Hello Developers, Looks like OOB KB Article shows the latest revised by name at kb_view for article.Is there any option to show Author name instead of Revised by?
Hi,I'm using Surveys with mandatory responses. I've set an "Assessment Duration," but surveys are auto-cancelling when the duration expires.Is there a way to disable this auto-cancellation feature? I need surveys to remain active until submitted, reg...
Hi Team, My management has requested to create a SLA report from the day of incident created till resolution. kindly let me know the filter i can apply and show to the management. If possible how can i add the percentage also. Regards,Garvit
Hi ServiceNow Team,I am facing a persistent issue with my Personal Developer Instance (PDI) access. My account has been stuck on the "Waitlist" status for the past 3 days.I have already tried clicking on "Leave waitlist" and requested different versi...
What is Form Builder
Context / Use CaseI am working with the standard “Create Change Request” functionality from Incident in ServiceNow (OOTB).When a user clicks "Create Change Request" on an Incident:A modal appears to select the Change type (e.g., Normal, Emergency, e...
Hi, 1-> In this workflow, I didn't understand that how this is getting data of SLA from incidents, I checked for the property in sys_properties table but didn't find any property names like this.2-> If I want to create a new workflow in which at 80% ...
