Incident Management forum

ervice now is not showing the comments on the tasks that I've created, and this is our communication

ervice now is not showing the comments on the tasks that I've created, and this is our communication way with Global team

Resolved! How to calculate OOTB Business Duration in Incident Metrics

Hi Guys, How to calculate the OOTB Business Duration field in Incident Metrics, I have checked in Incident Metrics only the Duration field is calculated, not Business Duration. I want to Calculate Business Duration as well and only in the scheduled S...

Field subcategory field depending on multiple categories field sys_choice

Hello, I have an issue, I try to create my script include function to set the subcategory results depending on category value.I created a simple script include with all the conditions filter from the sys_choice, in the reference qual i put this -> ja...

Howto get the user name from journal field

Good Day! I wanted to write a script to get the journal entry, that is updated by user.For example, in my instance there are some task SLAs updated with stage and post which some other updated happened and updated field got changed and those updated ...

Active REQs with related RITMs inactive

Has anyone had an issue where REQs are still active in the sytem, while the related RTIMs are all closed complete and inactive?I have been trying to figure out why that is happening, but so far I have only found a fix script to clean up the reqs, but...

Incident form

Incident form need to fill the mandatory details and save , but it's showing Invalid insert . Example task : when the incident form two fields Assignment Group & Previous Group. User select Assignment Group is "Service Desk " save and again Assignme...

Resolved! Create/Update new priority value color

Hi, Please assist I want to update the colour of the circle next to the number 1 as shown below and create the red circle for newly created value for the priority field. Where can I change the default colours /create the colour of the circle and the...

Inbound Email Action -Fetch data

Hi All,I have to create incident and need to fetch the data from table to fill in the incident description field. Can someone help me with the code to create inbound email action. Sample data: SiteCitySTZipProvider Name 6C04HagerstownMD217AT&T11...

Created a new priority but it doesn't show

Hi, Please help, i created a new priority, urgency and impact but when i check the priority data lookup but none of the items created show on the list. What can i check?I want to create a priority 0 which is disaster priority. Regards Ca

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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...

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?