ITIL
Create two group called ITIL_dev and ITIL_manager whenever there is update in the ITIL_dev group manager field that particular usershould be added to the ITIL_manager group ? Any idea how to build this example scenaior help me.
Forum Posts
Doubling up on "Work Notes" field
Hi All,I have a minor issue where the "Work Notes" field will show up twice for existing tickets, but only the top one (above the "Screenshot" field) shows up for new tickets.I've looked through the Form Design and Form Layout settings, and I don't e...
Major Incident Management Workbench - Child Incident Filter
When linking child incidents to a major incident via the workbench there is a filter enforced to only show list of Active=True Incidents. Can this be opened up so it is possible to add inactive incidents also. This is possible to do via the workspace...
Resolved! Additional Comments/Work Notes Issue after Clone
After cloning prod down to any sub-instance I've noticed that all of our Additional comments and Work notes (all activities) are showing as being submitted by the Requestor even though some of those comments/notes were submitted by the Assigned to. T...
Resolved! Instance name and email address changes
I have a question related to how the responses handle by the instance after the change the email address.User case:Currently , when a customer replies to an incident notification, the email is sent to XYZ@service-now.com and response fetch to corresp...
Workflow Correction: Creating Manual Tasks/Approvals in RITM (Flow Designer)
Hello, I have a Catalog Item that is built using Flow Designer. The flow created involves multiple approvals and tasks. Now this Catalog Item is now in our Production environment, and the workflow automates approval requests based on a specific fie...
predictive intelligence - Classification Models and location assignmetns
Hey there everyone,So I have been tasked with creating a predictive intelligence (PI) model to auto assign a ticket to the proper assignment group based on the model I trained. Our company has several locations across the US and so I have a lot of da...
Resolved! Restrict Access to Incidents While In Some Assignment Groups
I have an issue where ITIL users who are not members of a set of assignment groups are moving tickets out of the assignment groups and I want to prevent that. Let's say I have AGs A, B, and C where, incidents of a fairly specific type fall. I only wa...
filter\report on reopened incidents
Hello! fairly new to this aspect to ServiceNow, im coming from being an agent creating the problem to being the one that has to find the problems Long story short i am looking for ways to create filters in Servicenow based on users reopening incide...
Incidents Assigned via AWA do not trigger "Incident Assigned to Me" notification
We are using AWA to assign incidents to agents. When an incident is assigned to an agent manually, the "Incident Assigned to Me" notification is triggered. However, when an incident is assigned to an agent via AWA, the notification is not triggered. ...
How to chnage Date format from 2024-08-10 15:18:05 to 2024-Aug-10 03:18:01P M
Hi All, How to change date format from 2024-08-14 14:12:01 to 2024-Aug-14 02:12:01 PM, In incident i want to show as a filed message. getCallersLocalTime: function() { var id = this.getParameter('sysparm_caller'); var callerOb...
How to update worknotes from script in flow designer ?
Hi,I am trying to update the Work notes of incident from the flow designer. Somehow it is not updating the worknotes when triggered.Here is the script (function() { var workNotes = ''; if (fd_data.trigger.previous.assigned_to) { ...
Resolved! Auto categorise incidents when self resolved
I'm trying to set the category and subcategory of an incident when its set to resolved by the user on the employee centre. I've put in a business rule to set the category fields to resolved by user if conditions are resolution code is resolved by use...
Based on the application name in the alert need to set the assignment group in incident
Hello,Could anyone please help me on the below requirement. We have many business application and for the job fail the alert is getting recieved.Now we need to automate the incident creation. We have used the OOB the create incident inbound action a...
Major incident like P1 incident
Test Name : ITSM -- Major Incident Management -- Escalated.Test Name : ITSM -- Major Incident Management -- p1 incident.Step that failed -- Communication Tabs not appearing.Expected result -- Update , Alert , Tech Bridge , Resolved.Describe the de...