Hi All, I have a use case for Advanced Work Assignment where it is not working properly. Use Case1:If caller is VIP user:Created skill determination rule and is working perfect. Have created 2 queues,1st preference I am giving to Vip queue, because t...
This is sourcing page. want to add email attribute in user reference field along with existing name .
'Compose email' button is not showing in servicenow operations workspace, can anybody help?
Hello,I made a flow on global scope and in flow i am updating record on a table name "Rule' which is in different scope. In the rule table i updated the Application Access - All application scope , And checked can read, can update , can create. It wa...
I’m trying to better understand when an organization would choose the Case route versus going straight to an Incident.In many DoD/internal support environments I’ve seen, the cleaner and quicker workflow is to open an Incident as soon as a customer c...
I have Service Operations Workspace but I have seen (and customer has seen) a Major Incident workspace that is OOB but I have followed install instructions but cannot see it . Any ideas?
How should I design a Business Rule to update a field automatically?
Hi Team, I have two fields in Incident Form 1. Sub Category (Which is Choice List ) and Service Offering field ( which is a Reference field to Service_offering table where 44 choices are present). My Requirement is when a Particular Sub category is ...
Hi Team, In Advanced Work Assignment, We have configured an incident channel, where we want to route tickets based on skills. We have a single group named as Support group and below all members are present in that group. Skill 1- If caller is Vip us...
Hello Community,I want to query all incidents and display only those that have attachments. Could someone guide me on the best way to achieve this in ServiceNow?
Hi Team, I am working on Setting up MIM. As part of the process when the Major Incident (MI) is created, it will be assigned to the Major Incident Support team and MI manager will be Assigned the INC.I want to notify the ON call person via SMS & Call...
Hello everyone,I need expertise on how to best define capacity for the Advanced Work Assignment (AWA) Service Channel using Incident. Currently, we are using everything out-of-the-box and have created one channel for Incident tickets.We understand th...
In Data Lookup Definitions, when there are a large number of choices, it becomes difficult to manually assign a value for each choice. Could you please explain how to handle or overcome this situation efficiently?
In the Incident table, the Notify field has three options:Do not notifySend emailTelephoneI’d like to understand the purpose and practical use of these options.How does ServiceNow handle notifications when “Send email” or “Telephone” is selected?Are ...
Hi everyone,My client wants a fully French Workspace experience. We've managed to translate almost everything, but we're stuck on one specific point: the Activity Stream.When an email is received, it appears in the activity stream with the original E...
