Forum Posts
Details of Users using Guided Tours
We have implemented the guided tour for Incident management.Is there any way to get the list of users which used Guided tour and also when the guided tour was being used by users so as to generate the report for the same.
resolving duplicate user account because of domain change and SSO login
I have a user that was missing some of their incidents on their account that seems to have been related to a change we made in our domain. We changed the users email address in our AD domain from domain1 to domain2 to match the new name of the divis...
Resolved! On Hold Reason visible in activities
Hi everyone, I would like to display the On Hold Reason within the activities of an incident. Currently, the status is displayed, only. How can I realize this additional information? Thanks and best regards,Matthias
AWA query- Clearing Assigned to field is auto assigning to same agent
Whenever I clear the assignee from an incident, it continuously reassign back to same available agent. Shouldn’t AWA choose another available agent to assign the Incident? Expectation is that if an agent is assigned to an INC and they deliberately re...
Resolved! Remove the section in service operations workspace
I need to remove the section(cause) in the incident form in SOW, I have done configure form layout and form builder. it's done but it is still showing in the incident form, I don 't know how it is showing even after removing completely, can you guys ...
IN & OUT Evolution of cases
Hello Group!I am trying to create a visual within my Dashboard where I can see the IN & OUT evolution of cases, and I can't figure out how to do that. I can do an Incoming Volume and also Closed Volume and I cant figure out how to combine both in one...
Resolved! Inc is getting opened into work in progress even after it was closed
Inc is getting opened into work in progress even after it was closed as user has able to open INC even after the INC was moved to closed state where even if it was closed by mistakenly it wouldn't able to open in that case it opened, what is reason b...
SOW - Incident form layout examples
Hi All, We are in the process of setting up Service Operations Workspace (SOW). We are fairly early and we know what fields we need on the incident form for our teams to work but we want to shake up our standard layout. The initial assumption has bee...
How to enable chat summarization for Teams
Hello,I have a requirement to enable chat summarization for microsoft teams, does anyone has any idea how to configure this.
The custom SMTP server receives user replies, but these emails don't reach the ServiceNow instance.
Users are replying to emails on a new, custom SMTP server, but the emails aren't reaching ServiceNow.The custom SMTP server is receiving user replies, but these are not reaching the ServiceNow instance.We have disabled ServiceNow's custom SMTP server...
Resolved! maintain item list view issue
Hello I have an issue with Maintain item list view, I can`t search, can`t even right click to get the list options, can`t click on that hamburger menu ... seems like it is locked by certain ACL .. all was working fine but suddenly I got locked out o...
Workspace and Requires role in UI actions
Hi All, How Workspace and require roles works in UI Actions, can any one share with real time use cases.
What is the Formula in Form Builder
What is the Formula in Form Builder
How to populate alert open date on 'Detection Time' field in the incident form.
How to populate alert open date on 'Detection Time' field in the incident form when ever alert attached in the incident. I have tried below before Business Rules script but doesn't works: Please suggest // If an alert is attached to the incidentif (...