how can i remove email template for major incident management while creating communication plan
We need to remove email templates which are displaying by default while creating communication plan for major incident management.how can we achieve it.
Forum Posts
Resolved! 1 Strike Rule and 3 strike Rule
Hi anyone can please explain difference between 1 Strike rule and 3 strike rule in Incident Management?
Resolved! Related Outage
Hi any please help me on these topics practically implementation scenarios .OutageDegradationPlanned Outage
create 5 incident tasks when a incident is create
When category, subcategory, item , and summary are customer, capacity, no action taken, and customer it should automatically create 5 incident tasks.
Auto populate Country field
Hi All, I want a script to Auto Populate the country field based on the Requester field.I tried onchange client script, But Iam getting undefined as mapping. function onChange(control, oldValue, newValue, isLoading, isTemplate) { if (newValue) { ...
Remove the knowledge article from incident record
Can someone please suggest a way to unrelate/unlink/remove attached knowledge from incident record.
Teams Integrations - External Users Query
Hi My Company is considering integrating ServiceNow with Teams. I can't find information confirming that for Major Incident management external users would be able to directly attend a meeting created from the 'collaborate' tab. For exampleEveryone ...
Update caller field of incident to display name field value
when incident is created the caller field gets updated to its first name , my requirement is to update the caller field with display name value (where display name is field in user form ). Is this possible ?
Require WORK NOTES IF ON HOLD REASON=change, problem or vendor
Hello has anyone implemented a requirement in which would require work notes if on hold reason was change request problem or vendor?how can we go about this easily? Thanks
Resolved! field which captures the time of ticket routed in to a specific group.
I have created a field i want that field to capture the hours taken ticket routed in to a specific group and ticket closed.please help me out to configure this.
Provide Incident Resolution based on Historical worklog and Documentation
Hi All,I am working on the use case "AI assistant for troubleshooting and analyzing medium complexity tickets using historical worklog info and documentation", so basically through virtual agent i have to provide solutions to the incident tickets usi...
Resolved! Incident Management and Workflows
Hello, We are a new Service Now customer currently moving toward implementation. We have multiple IT teams that handle incidents and want to ensure we scope the needs appropriately based on what Service Now can accommodate. Please see my questions be...
Creating and Use a Response Template
Response templates provide reusable messages that can be copied to an incident or task forms to provide quick and consistent messages to usersProcedure In the main platform, in the filter navigator type “Response template” to bring up “Response temp...
custom widget
Hi All, We created a select box in HTML section for a custom widget and once we submit the widget from the service portal it will be a creating an incident record. So, my requirement is that we have a custom reference field in incident record, if we ...
Special Emails Not Working as we hoped...
We are an airport, and up to now, we have in our user table, the airlines we support. Now, our Airlines support person wants them to get an email when an Incident is created on their behalf. That is easy enough to do, just added their group email ...
