Hello Community!At our organization we have 1 priority matrix for P1s-P4s and classify P1s and P2s as "major incidents." When a P1 or P2 is saved there is an auto-proposal to major incident that happens and the MI is either accepted or rejected.I am ...
We have requirement to mask ServiceNow Survey URL for external customer. Can we achieve it?
HI Communty,Whenever the priority of the incident is upgraded from low priority to high priority,Then the SLA should start from the time the priority was updated.ANDWhenever the incident is downgraded from high priority to low priority,Then the SLA s...
we are having a bi directional integration between ServiceNow and Jira by using Jira Spoke. I'm trying yo map a Jira custom Filed with Servicenow Incident root cause field which is a choice field. But even after I updated the Jira custom field in the...
Hi Team,i need to create a dashboard ticket which are repetitive, how can i do that is there any way in ServiceNow to achieve that if yes, what filter i can apply in the report to showcase, rather than doing in the excel. Regards,Garvit
Make additional comment read only in portal when state is resolved in incident table. we need clone the existing widget to new widget and make this possible. Please help me to resolve this issue.
Hi, i was asked this question in an interview. please let me know what script we need to write. On an Incident form only Assignment group members should be able to edit short description field. How will we implement it?Thanks,sry
Hello all, I have a requirement that when an incident 'Assignment Group' is changed, the status should be 'Active', so I wrote a business rule Before Update , and the status changes based on the Assignment group, but the progress bar displays incorre...
How does ServiceNow handle SLA breaches within the Incident Management Lifecycle, and what are the key steps involved in escalating an incident when an SLA breach is imminent?
Can some one help to understand what is working in backend, while incident creation (manually from Form level) we selected state as pending and pending reason, but incident got created with "assigned" state with pending reason.
Hi, I have a requirement to restrict the visibility if RITM and SCTASK based on the RITM assignment group for a particular catalog item, The RITM and SCTASK should be visible only to the RITM assignment group and approver group (RITM assignment group...
Hi Team,i need to create a report where it shows ticket first acknowledge by first assignment group before it transfers to another group and how much time it takes to transfer to another group and how can we calculate the ageing from ticket transfer ...
Hi,I have a requirement in which after state changes to Assigned, an additional comments will be added.Comments will be : "Acknowledged the incident. Investigation is going on and will provide the update shortly."I'm doing this using After-update Bus...
Hi all, I have followed this tutorial in trying to set up my own MI Workbench communication tasks.https://www.youtube.com/watch?v=jxTfj_yGgk4 This means I have set up a new Communication Plan Definition connected to a couple of Communication Task Def...
Hi Team,I have created field calculation metrics definition on the incident table, but when I am creating the record in the incident table for the first time so in the metrics instance table no record is created.but when I change the value of priorit...