Common questions to be done when opening incidents from ESC

Hi Community! We are starting in the ServiceNow platform designing all ITSM processes.In our current tool (HPSM), in order to open incident records from ESC, we are asking end users for the Service/Service offering and application a part from a gener...

Major Incident - MI Manager to page on-call SME best practice

Curious how your teams are utilizing MI Management process. When an MI Manager accepts the on-call page and is assigned the Incident, how then do you all have that MI Manager call other SMEs that may be needed to work through the issue?  I would like...

Adding user manager as cc in email notification

Hi Team, We have created a scheduled script to send open incidents to all the technicians individually it is working and going html table report individually in one scheduled script but our use case while sending individual email we need to add cc or...

How the related search results works in the incident form.

Cannot select a extended column from the task table when creating a data visualisation list

Hi,when using the report on task table and I can select any column from any extended table of task, when I want to do the same with platforme analityc, data visualisation I don't see the optionglide.ui.list.allow_extended_fields is ok with the task t...

Knowledge article with multiple versions of the same number

In our instance we realised that we have a knowledge article with the same version, ie multiple 3.0 versions of the same article. 

Field with 2 dependant fields?

Hi all, I was just wondering if anyone has done all the Category and Subcategories as "dependant" fields. We currently only have the "subcategory" dependant on the "Category", but we wish to make the "Category" dependant on the Business Service. I kn...

Adding a choice table to an Incident form

I created a subcategory table on the incident table. It contains a list of subcategories for certain issues. In catalog builder, I've been trying to add a choice field to reference this subcategory table so it can populate the list. When I go to refe...

How to conduct automated ticket quality checks reading work notes and metric tab logs

 Hi ServiceNow Community,I’m part of our quality team, and we’re trying to make ticket auditing easier. Right now, we manually review things like work notes, metrics (like how long a ticket was in each state), and other ticket details to check how we...

How do I turn off Page Protection on the UI Builder

I want to play around with the UI builder and see what it does. I am in my Dev instance. I go to the Service Operations Workspace in the UI Builder. I want to Edit the ServiceDesk landing page. When I click on the editor link. On the top let there is...