Resolved! What is the ITIL definition of MTTR, MTTA & MTTI?
I am looking for ITIL definition/formulas for MTTResolution, Repair, Recovery & Restoration, MTTA & MTTI?How does Servicenow implement them?
Forum Posts
Create a Datasource precedence rule / reconciliation rule for Servers and computers on all attribute
Hi,How can we Create a Datasource precedence rule / reconciliation rule for Servers and computers on all attributes? Best Regards,AR
Filter drop down value based on variable selection
I need set filter in report selection based on the option selections. I added Dependent Value field in report list table. Anyone can suggest?
SLA Configuration
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...
Form activated once resolve button is clicked on incident form in SOW
Hi all, We recently went live with the ITSM module of ServiceNow; so the product is pretty new to me...I wanted to add a field on the resolve form which pops up when clicking the resolve button on the incident form in SOW.I have checked the related U...
Relationship
Create a relationship on the problem table to fetch the incident tasks related to incidents that are associated with a specific problem.
Resolved! ServiceNow new Fields captured in activities automatically
ServiceNow in BCM table, if any new fields will be added in future, how to captured those fields values in activities section automatically! could you provide any solution for this it is possible or not?Kindly please help me! 1.Manually we can add ...
Resolved! Report that only shows the Parent Incidents and not Child Incidents
I have a report that uses the Incident table and it is filtered by Configuration Item and Resolved on date. When I run it I get a list report of Incidents. In that list report of incidents it includes both the Parent Incidents and the Child Incidents...
How to create problem record with assess state?
Whenever a problem record is created by an incident or directly by the problem module, The stages should start from an assess state instead of a new state. How to configure that requirement?
Resolved! What's the purpose of the Service, Service Offering, and Configuration Item fields in an Incident?
Hello all, I would like your expert input on the following topic.I am trying to understand the purpose of the Service, Service Offering, and Configuration Item fields in an Incident form.I have read docs but does not help really. For example, for the...
How to update custom fields without update system fields.
Here below I pasted the code for your reference,var gr = new GlideRecord('incident');gr.addQuery('number','IN00....');gr.query();if(gr.next()){gr.short_description = "my laptop is not working";}
Which plugins we need to install for on-Call support in Service operations workspace for ITSM
Hi all,I want Which plugins we need to install for on-Call support in Service operations workspace for ITSM and what are dependency
Interative Filter in dashboard
Hi All, Am trying to create a interactive Filter in my Incident Dashboard. I would like to configure the interactive filter "assigned to" as below to my dashboardand here is The field type In the interactive filter configuration below, this table sho...
incident template
Hi, I cannot script in Incident Template. But Previous project i was doing this . Let me knew what is missing.
Autopopulate assigned_to field on incident task table
Hi There,If Major Incident State field is accepted on incident form then whoever promoted the incident to Major Incident that means "Promoted By" field from a incident table should be auto populate as "Assigned To" field on related child incident tas...
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