We have a situation where we have different questions that need to be answered depending on the CI selected on the portal form for users to submit an incident. I know you could add a ton of variables that only show based on the CI. But - I'd like t...
Hello - I am attempting to filter the popup that appears on the "add" ui action on the AffectedCI Related List at the bottom of incidents. The filter I want is it to only show CIs that are active. No CIs that are in the "gone" state. I've been tryin...
Hello experts Greetings!!! What is Reindexing in ServiceNow? Thanks and Regards Krishna.
I have been trying to create a UI policy for the incident form that will restrict editing permissions on the impact and urgency fields for company A when the assigned to is Company B. However, I have been unable to make the UI policy to evaluate that...
Hi Team, I am exporting dashboard in PDF, post downloading it's not showing ageing ticket assigned to the individual. However, group by done as assigned to. How can export that in PDF. Regards,Garvit
I want to create a new model in the task intelligence setup for ITSM how can I create that? Is it possible to create a new model or should we work with the existing one?
Hi,we are implementing Live Agent in Tokyo and one of our requirements is to link a new interaction with an existing incident (e.g. a user following up an earlier call). In Service Operations Workspace there doesn't appear any way to do this but you ...
During a recent audit finding, we discovered that incidents which are created direct to Resolved don't get an SLA attached. Obviously, the SLA would always be met, both Assigned and Resolution; however, our audit team wants to see that an SLA gets a...
Need to change the color of the user or ribbon based on snc_internal and snc_external roles who has put comments in the activity. So that we can differentiate that whether that comment has been put by Internal user or External user on the ticket.
Hello,My customer doesn't have CMDB configuration done and we are preparing a POC to tackle some incident triaging issues. Currently they are following manual assignment of incidents. SNOW is integrated with CRM for logging tickets and dynatrace for ...
I have calculated MTTR based on created date and resolved date but output is not getting fetched in actual field. when i created test variable getting proper output. MTTR field type is duration and created date and resolved date are date/time type. b...
We are going to be transitioning over to ServiceNow in January and we are trying to nail down the CSDM model still. There are currently some gaps in the model for us such as how to log incidents against specific web browsers and the intranet/interne...
1. What location should I use to ask questions of Service Now ticketing2. How can I set a notification when there is an activity in one of my tickets.
Hi, Is there anything in Service Now that is OOB so from a Service Desk perspective the Team can use to log call backs in. The Incident module within Service Operations Workspace, lets you put tickets On Hold, but no option for a Next Action Date ( w...
