We are setting up the incident process out-of-the-box but it's unclear how ServiceNow wants to handle non-incidents, like questions and spam. There is a Category in Incident table called "Inquiry / Help". Should questions be incidents records with th...
Hi Team, Please help me to find a solution. There is a field name call mitigated and it should be made mandatory when the state is changed to inprogress. I have written an onload script for this. Now when the assignment group is changed in inprogress...
Can we create a report on the incident and the time spent in each state? I have made a report that only shows the average business duration. But I want to see each state's duration in a stack bar.
Hi everyone,I've created an agent in Copilot Studio and I'm using the ServiceNow Tickets Connector to fetch data from the Incident table in ServiceNow. However, when I deploy this agent to another system, it asks for connection credentials again.Is t...
Hi everyone,I'm encountering an issue while trying to access the "Additional Comments" field from the ServiceNow Incident table. This field is a Journal Input type in ServiceNow.Here's the setup:I created an agent in Copilot Studio.I'm using the "Ser...
Hi All,Is there any way we can verify that on the incident form assignment group field only those groups is showing for which type is incident using ATF? ThanksPardip
Good morning,which role(s) contain(s) the "propose the current incident as a major incident candidate" function?Is it only included directly in the ITIL-role ?Thank you for your help !
Hi All,I am trying to reprocess the email from email log by updating the content of the body, but looks like the updates to body is not getting reflected.I want to do the testing in lower environments with out sending the new emails. If I send the em...
I have a requirement in one of the record producer, application/service variable is reference to bso action table,if selected application is having the description in bso action table, it will auto populate in the description field in the form workin...
I have a system property and the type is Integer, and the value is 300. After the trigger condition wait 300 seconds of time then execute the remaining flow. But waiting time need to be dependent on the system property value. Can you please help me o...
I want to Auto-populate CI field on incident form from reference table 'cmdb_ci_pc_hardware'(this table consists of PC assigned to users) with some conditions :1. If user has one device then auto-populate CI field .2.if user has multiple devices assi...
When we open Agent Workspace Lists page , we have More Options on top right (3 dots symbol ) , We have a requirement to add a ui action in this which will redirect to external SharePoint link.i.e., On pressing the 3 dots symbol, it should show an opt...
Hi, I have created escalate action under actions of incident and on click of incident a dialog box will appear with two fields escalation reason and escalation comment which was scripted in separate widget and called that escalate widget in client co...
We have contextual search enabled in Service Portal for incident record producer.Is there anyway to track the incident deflection score? (where the knowledge articles helped in incident deflection)