Incident Management forum
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Part of Incoming email missing on incident

We have an email that comes from Salesforce into ServiceNow but one line is missing from the details. When you view the email on the incident the line is there but missing from the incident. If the same incident is forwarded in from someone who has r...

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Pam Walker1 by Tera Contributor
  • 522 Views
  • 8 replies
  • 0 helpfuls

Customization around Incident Management Lifecycle

We want to add customization around Incident Management Lifecycle. The requirement is as follows: 1. After a specific incident got created, if it is not resolved within X minutes, send a notification (Email01) to a specific group informing them that ...

Suneel9 by Tera Contributor
  • 617 Views
  • 3 replies
  • 0 helpfuls

Auto populate

Guys can anyone fulfill my requirement!!!I have 2 fields, caller and Email, "Both are Reference fields only from sys_user table"...Whenever I change the caller, I want to populate his email

Change Management Flow Designer

I'm working to create a change workflow where I'm designing the flow designer right now. I got stuck on 1 process where after change approval some kind of count should start of 30 days with creation of tasks and closure of tasks after that 8th tasks ...

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Resolved! timeline with annotations

I would like to know if it is possible to create a timeline with all the notes that were made during an incident. would be used mainly in postmortem processes.

FernandodeM by Tera Contributor
  • 376 Views
  • 1 replies
  • 0 helpfuls

SOW

Is there a way/possibility to automatically refresh the list(incident) in sow?

Inbound Email action

Hi All, I am trying to create new inbound email action in incident table. Based on from address and subject incident creation is happening. In email, I will be getting the below details.Summary: TEST summaryDescription: Test DescriptionAssignment Gro...

Community Alums by Community Alums  
  • 151 Views
  • 2 replies
  • 1 helpfuls

Incident Management best practice.

Hi,I have a general queries around incident management (Walk-in Service) best practice and one about customer experience.1. Is it best practice to log tickets per interaction or per issue? for example if someone comes to the service desk with a hardw...