Forum Posts
inbound action - field not read from the inbound incident email
Hello allWe are trying to map an incoming customer incident notification to Service now and we have some problems reading the information from the inbound email.For some fields we try to read from the email we are successful, however for one in parti...
Microsoft Sentinel and ServiceNow Bidirectional Sync - Assignment group issue
Hi All,I have the Microsoft Sentinel Plugin installed for the bi-directional sync of incidents: The Incidents are being created but we need this Incidents to be assigned to Security team directly when created.We already have a Assignment rule in plac...
Resolved! On change of priority in incident form, making a custom field read-only/Set to "YES"
RCA Required Attribute in the Incident form: Requirement:In the Incident form, there is a custom field labelled "Is RCA required" with two options: (a) Yes,and (b) No. When the Priority field becomes “1-Critical” at any point in its lifecycle of inc...
Incident forms - Duplicate work note entries
Hi allWe are experiencing duplicate work note entries within our incident forms. This only occurs when reassigning Assignment Groups.I have checked HI-Support there is a case which mentions, customised Business Rules should not have 'current.update'....
Native incident form view should not longer be encouraged to use because Gen AI features are on SOW?
Should we ask our fulfillers not to use the native incident form UI as because Gen AI features are on like chat summarization, incident summarization etc are all available on Service operations workspace view?
Incident Management
1. To print total number of incident like it's "Active/inactive".2.To print category = Inquiry / help & Software & Hardware & Network & Database related incident need to count. Any idea these codes help me.
Resolved! export and import
I want to export and import into the another instance. Since dictionary is disabled I don’t know the field details. Is there a way to do export and import along with fields without creating table in the destination. Thx
Incident category & sub category or CSMB services, service offerings, application services?
Today , as on today Which one should we use on incident form (considering new implementation of ITSM for a customer) -category and subcategory orServies, offerings, application service, CI etc on the incident form?
Initiate automated MS Teams Phone Call From MIM Communications Plan and Wait for Response
Has anyone done anything like this before? Configured an MS Teams integration, then used the integration in Major Incident Management to (1) initiate a phone call via MS Teams to call the on-call technician specified in the Communications Plan when a...
Resolved! Parent description should be dynamically changes when child description is changed in major incident
HI i have a requirement like when a major incident is created child incident description is copied to it at the beginning but now is should dynamically change like when a child incident desc is updated parent desc should also be automatically update ...
Replace 'true' or 'false' text for icon
HelloWe have added an icon to our true/false fields using styles, but ideally we want it to only show the icon, and not 'true' or 'false' text when we create reports that include the field. Is this possible?
write access to impact and urgency fields only one group and that group members in incident form
Hi Team,write access to impact and urgency fields only one group and that group members in incident form. Regards,Tharun
Need help in understanding the OOTB script
Hi All,We are working on a requirement where we need to modify the OOTB script. We need to comment out two lines that are restricting our script. Can anyone help us understand the script? Thanks.Below are the two lines that need to be commented.1.if...
Customer Feedback form
Hi All, I have requirement of creating a feedback form similar to below screenshot. Below form should be visible in the email sent to user after resolution of the incident. Can someone please help, how to create such form. Any help would be appreciat...
