Is there is any way to stop the incident from saving when clicked on “copy incident” button on agent workspace?When clicked on copy incident button in incident form, it is creating incident without saving it, you have to click on save button again.Bu...
How can I restrict KB articles from particular KB on Service portal. As of now restricted KB articles are visible but once I open it shows this message. How can I remove articles which are restricted. Can someone please help.
One of our agents started from the "Open Incidents" in SOW and applied the filter shown above.He selected all rows before updating the "assigned to" field via the Edit feature. Although the system mentioned that 145 rows had been updated we noticed...
I'm trying to clean up users that no longer need the itil role and some show inherited permissions. When I look at the inheritance map it does not show the users are inheriting the role. From what I understand, this can happen if a group is deleted w...
In an incident, a ticket is reassigned to UserX and then that user has an error in the Work Notes:UserX doesn't have a valid teams token and UserX will not be added to chats started from this record. Any idea why this is occurring. The user does ha...
Hi, Incidents are opened using CIs, but can an incident be opened using on an asset that is not considered a CI? Ex.: we are questioning ourselves if we should or not put laptops as CIs. If we decide not to, could we still open an incident under th...
Dear Community, I have created service catalog form through record producer on incident table to create incident with pre-populated information. What i am trying to achieve is, when an end user load this form URL - https://instancename.service-now.c...
Hi all, I have brought the OOB Escalation field on the incident form, We can see there are 4 dropdown values under that field.But when I am trying to set any values on that field it is reverting to its original value which is "Normal" Can anyone plea...
Hello How is the Taken on field set on the survey assessment surveys? Is there a workflow or some other mechanism that sets it when the state changes to Completed?
Hi Team, We have a system notification created which runs on updated record and when additional comment changes and we want only the latest comments to be sent and not all.Currently its sending all the comments.Please find below the Notification crea...
This works in the PDI, but does not work in our Dev instance. 1. Knowledge article viewing in the Knowledge Management portal2. Click Create Incident button3. Have system properties set to:incident.do?sys_id=-1&sysparm_query=active=true^comments=(Cre...
Hi, I have a requirement to create a report of Monthly Percent of Achieved versus Breached . How to get percentage in my report. Its is taking count I do not want count just percentage. How can I achieve this? Thanks,Vaishnavi
Hi everyone Is anyone else seeing duplicate and missing work notes in Incidents since they moved to Washington. We raised an incident in August with ServiceNow and it is still pending and now we are seeing concrete evidence of missing work notes also...
Hello All, I have a requirement like "We currently have a business rule setup for incidents generated by abc, where it creates child tickets based on correlation ID. I would like to request an enhancement where, if we receive a "clear",(like short_de...
In the future, we plan to automate service desk operations, what could be the possible impact of our incident customizations fields and business rules for our automations. We plan using Virtual Agents, Interactions and the likes