Resolved! Major Incident Management Process
How to maintain the "To" field in the email client template from Major incident?
Forum Posts
Auto Problem Creation
I need to create problem record for similar incidents, is there any easier way to do this? My initial thought was to Use Predictive Intelligence using similarity clustering and then apply business rule to create a problem if ~10 similar incidents are...
Report for incidents/ tasks etc. that have been reassigned to the group
Good day, Is there a posibility to create a report that will include all items, Incidents, Requests, Service-tasks and so on that were not only created for the group directly but also assigned from other groups to the one that is included in report?
Remove the knowledge article from incident record
Can someone please suggest a way to unrelate/unlink/remove attached knowledge from incident record.
Contextual Search results using business service and m2m_kb_ci
Hi all,Looking for help. We have knowledge articles that we have associated to products (Configuration Items) via m2m_kb_ci. When an incident is being created we would like the contextual search results to display matches based on short description...
Escalated Incident's resolution not getting passed to Universal request on Resolving Incident
Hi, I have escalated Universal request to Incident (using Create Request button on UR, it means UR plugin has been installed and activated correctly).But when Incident is resolved, I want resolution from Incident to get passed to related UR, which is...
Resolved! Regards change model
Hi Team,Regarding change model, we want to change the change model view but when we are try it is showing only two models and all standard changes, I want to show all four models only.
ITSM MIM Communication templates
Hi Community, can you tell me the best way to configure and use communication templates for Major incident management who to send to?What to Send?How often to Send comms? If you have a link to a tutorial that would be really helpful Kind regards
How to show Record Producer variables on Incident form for agents.
Hello Everyone, I have a requirement related to the Incident form in ServiceNow, and I would appreciate your suggestions on how to achieve this.We have several Record Producers that create incident records. Each record producer has its own set of var...
As a Problem Process Owner, I do not want users to create a problem using this problem.do
We follow the out-of-the-box Problem Management process, where problems must be created only from incidents. However, accessing problem.do allows users to bypass this and create problems without an associated incident.Proposed Options:Prevent access...
Resolved! How to configure CI items.
When the Class is selected only CI's of that Class can be selected in the Configuration Item (CI) field.Note: I've created new Class field and it is reference to CI class table
Retrieve Record Producer and related variables on Incident Agent view
Hello All,I am working on a project where we need to retrieve Record Producers based on selection of Category and Subcategory and related variable details of that retrieved Record Producer to the back end Agent View Incident creation form. Also, is i...
Need to Summarize an incident on closure and summary needs to be copied to work notes automatically
We have a requirement to automatically generate the summary of the incident (generated by the Now Assist ITSM skill-Incident Summarization)on closure (Incident state changes to Closed) and copy the generated Summary to the work notes automatically. A...
Remove the inherited roles from the user
Hi I want to remove a users inherited role. I have already removed the user from all the group and checked the role tab which is showing empty. Can you pls help me on this.
any way to bulk update incidents besides update all/selected.
So my service desk team wants to bulk update child incidents of a parent ticket by using update all/selected but they seem to fail the acls and arent able to adjust those field level acls and ui policies.is there a role I can use override to allow th...
