Hi An additional field was added under resolution section on the incident form and added the same field in workspace view by using the configure option in sow incident resolve modal. However, the dropdown choices were not showing as expected. The cl...
Hi everyone,I’m trying to build an AI Agent that generates a summary using the Short Description and Description fields from the Incident table. I attempted to add a Script Tool to an existing AI Agent and provided tool instructions, but I’m not sure...
Hello TeamSuppose we receive an email request. Currently, we manually create an incident for the appropriate team and then reply to the email with the incident details.Is it possible to automate this process?For example, when an email is received, th...
Hi Everyone, I have created a Script Include, and with this Script Include I want to retrieve incidents that meet the following conditions:Incidents opened by meIncidents where the caller_id is meIncidents where I am part of the assignment groupI do ...
Hi All, I have a use case for Advanced Work Assignment where it is not working properly. Use Case1:If caller is VIP user:Created skill determination rule and is working perfect. Have created 2 queues,1st preference I am giving to Vip queue, because t...
This is sourcing page. want to add email attribute in user reference field along with existing name .
'Compose email' button is not showing in servicenow operations workspace, can anybody help?
Hello,I made a flow on global scope and in flow i am updating record on a table name "Rule' which is in different scope. In the rule table i updated the Application Access - All application scope , And checked can read, can update , can create. It wa...
I’m trying to better understand when an organization would choose the Case route versus going straight to an Incident.In many DoD/internal support environments I’ve seen, the cleaner and quicker workflow is to open an Incident as soon as a customer c...
I have Service Operations Workspace but I have seen (and customer has seen) a Major Incident workspace that is OOB but I have followed install instructions but cannot see it . Any ideas?
How should I design a Business Rule to update a field automatically?
Hi Team, I have two fields in Incident Form 1. Sub Category (Which is Choice List ) and Service Offering field ( which is a Reference field to Service_offering table where 44 choices are present). My Requirement is when a Particular Sub category is ...
Hi Team, In Advanced Work Assignment, We have configured an incident channel, where we want to route tickets based on skills. We have a single group named as Support group and below all members are present in that group. Skill 1- If caller is Vip us...
Hello Community,I want to query all incidents and display only those that have attachments. Could someone guide me on the best way to achieve this in ServiceNow?
Hi Team, I am working on Setting up MIM. As part of the process when the Major Incident (MI) is created, it will be assigned to the Major Incident Support team and MI manager will be Assigned the INC.I want to notify the ON call person via SMS & Call...