I've been trying to locate any best practices around Incident reporting when it comes to parent/child incident relationships. I'm wondering if you all have any information on best practices when reporting against incidents: should reports include chi...
Is there any way to include incidents only once in SLA graph either in breached or achieved irrespective of SLA definitions attached to the Incident.Example : I have a incident which has 4 SLA's attached to it, in the 3 are nor breached and 1 SLA is ...
Hi!!I am new to integrations and have no knowledge on it. I have a requirement to fetch the report from a third party system (here DataLake) and attach it to RITM whenever its created.Please help me how to do this and also provide code to achieve thi...
I am creating an SLA in which when the incident is placed on hold, and the assignment group is one of four groups in the incident management queue, the SLA should pause and should resume when the incident is move to in progress again.Furthermore, whe...
Hi Team,I want a report in incident table, where we can see all activities in column value for closed incident for audit purpose.Please suggest how to do it.
Hello all, We are trying to switch to resolve child incidents when the parents are in resolve state, but we are experiencing that when the parent incident has like 10 child incidents associated with it it works fine to resolve all incidents, but when...
How to Create an Interactive Filter for List Collector Field?Please let me know how to create an interactive filter for list collector. the list collector fields are grayed out. unable to select.In the u_jira_task table I am having a field called "Co...
We did a clone down from our production instance to our test instance last weekend, an operation we do about every 6 months or so.Our test instance is scheduled to upgrade to Washington, DC release next weekend. Post clone, in Test, several fields on...
We have a vendor that doesn't update tickets in real time, we get a daily summary of which ones they fixed and when. I'm trying to set up an SLA for them but struggling to work out how to deal with the non real-time nature.I can easily set up an SLA ...
We have table name cmdb_ci_disk, and we have columns and for those columns we have attributes. how can we create indexes on the attributes.
Need help in sending email with all pending Project tasks to the teams Manager / Sr. Management on a daily / weekly / monthly basis. So that we have Management's intervention for better our Task SLA's.
I am looking for ITIL definition/formulas for MTTResolution, Repair, Recovery & Restoration, MTTA & MTTI?How does Servicenow implement them?
Hi,How can we Create a Datasource precedence rule / reconciliation rule for Servers and computers on all attributes? Best Regards,AR
I need set filter in report selection based on the option selections. I added Dependent Value field in report list table. Anyone can suggest?
Hi All, I need a clarification on the SLA Schedule below. P4 -> 10 Business Days means 8*5 Schedule -> 3 Days 18 Hours or 10 days16*5 schedule -> 6 Days 16 Hours or 10 Days24*7 Schedule -> 10 days Please let me knew this to configure in Servicenow in...
