Is it feasible to create a shareable SLAFor example, we have two SLAs, catalog task 1 and catalog task 2, both have a 24x5 schedule and a 10 Day duration. Could we design a process to that we have one SLA names '24x5 10 Day' and use that single SLA o...
Hi all, i have to show a report to the clients.I'm not sure how the condition will work hereSLA Compliance: Show the percentage of incidents resolved within SLA targets versus those that are overdue.SLA Breach Trends: Identify trends in SLA breaches ...
HiWithin our Incident Platform, we have created Templates for the analysts to use, but someone keeps deleting them.Our platform provider is stating that they cannot see the Audit Logs so therefore unable to advise, They have said that if we would li...
I have a requirement to add the Resolution Note in the ESC portal, in Activity Stream, there is a widget name-"Ticket Conversation"Added the Screenshot, to exactly where I needed it.Can anyone help me with the requirements, as I am new to this.
Hello Developers, I want to create a UI action on demand task table called 'create change'.When this UI action is clicked, then a dialog window will pop-up of Change Request form .This change should automatically fetch 90% of the details.var encodedQ...
Hello Developers, I wanted to make few fields mandatory while closing the stask.I used below script & it is working fine.But I also want to add few things like, If user is in a different view where these fields are not visible on form then these shou...
Hello,When a user enters hyperlink content in the comment section of Incident, I need to process it in the backend to convert it into an active hyperlink and update the comment section as a Heperlink. This way, the user can click the link, and clicki...
Hi All,when requester submit change request from change model interceptor, then change tasks needs to be generate for newly submitted change request, which are defined in change model related list.The requirement is to create related list called 'cha...
Hi ,I need to add Outlook DL to ServiceNow Recipients list. Is it possible?
Hello everyone,I need to work with the Modern Workplace and am currently searching for product documentation or videos to better understand it, but I haven’t had any luck finding relevant resources. Could someone please help clarify what the Modern W...
I need to write a script to show incident count for each state which are updated today and store in a custom field on Incident tableDo help me on the same
I Need to Copy the Work Notes to Additional Comments on the incident form when the work notes of the incident is being updated after 5 days of the last update.I tried using the After Business rule in order to copy the Work notes to Additional Comment...
Hello all, Please help me with your approach to below situaion,support team has reported that incidents are frequently being misrouted, causing delays in resolution and impacting customer satisfaction, i was assigned to enhance the incident categori...
Is it possible to include a field from the audit history of a request onto the Activities Stream (Notes tab)? For example: I would like to include on the Notes tab any changes to the Priority.Thanks!
we have an email script, and we are using that email script in notification bodythis email script is to redirect to the incident record. when users click on this link this should redirect to the incident record.this is working good for normal users, ...
