Require WORK NOTES IF ON HOLD REASON=change, problem or vendor
Hello has anyone implemented a requirement in which would require work notes if on hold reason was change request problem or vendor?how can we go about this easily? Thanks
Forum Posts
Resolved! field which captures the time of ticket routed in to a specific group.
I have created a field i want that field to capture the hours taken ticket routed in to a specific group and ticket closed.please help me out to configure this.
Provide Incident Resolution based on Historical worklog and Documentation
Hi All,I am working on the use case "AI assistant for troubleshooting and analyzing medium complexity tickets using historical worklog info and documentation", so basically through virtual agent i have to provide solutions to the incident tickets usi...
Resolved! Incident Management and Workflows
Hello, We are a new Service Now customer currently moving toward implementation. We have multiple IT teams that handle incidents and want to ensure we scope the needs appropriately based on what Service Now can accommodate. Please see my questions be...
custom widget
Hi All, We created a select box in HTML section for a custom widget and once we submit the widget from the service portal it will be a creating an incident record. So, my requirement is that we have a custom reference field in incident record, if we ...
Special Emails Not Working as we hoped...
We are an airport, and up to now, we have in our user table, the airlines we support. Now, our Airlines support person wants them to get an email when an Incident is created on their behalf. That is easy enough to do, just added their group email ...
populate sum of 4 number fiels in other field dynamically
Hi,i have a requirement that in the for there r 4 fields A,B,C,D currency fields or number fiels when i enter this values in the form it should do sum of all these a+b+c+d and populate in other field called E before saving form it self it should calc...
How to change banner frame for incident
I want to change the OOB functionality on the banner frame. As displayed in the image, I want to replace the incident (marked with blue) with short description. Can somebody explain how to do this?Where is the configuration for this which needs to be...
Resolved! Difference between two columns named "created" under "sc_task_sla table"
Dear Community Members, What is the difference between below mentioned columns and which one should be used if we need to get the request created date/time in excel report.Created(sct_sys_created_on)Created(taskslatable_sys_created_on) Thanks in adva...
Based on the filed changes shall we save the record
Hi Team Based on the field changes shall we save the record(auto save the record) Any suggestion........
Auto save the record
Hi Team, I have a doubt like shall we do auto save the record (like end user filled the one field value automatically record need to be saved, again end user filled the anther field value again record need to save (aromatically with out click the sav...
Auto save the record in portal view
Hi Team, https://www.servicenow.com/community/developer-articles/how-to-create-a-service-portal-tabbed-form-widget/ta-p/2304743 By using this link I Configured tabbed form in portal its working fine , I have one requirement like i need to do auto sa...
Variable value getting cleared out
We have a API to update the variables from azure. Once the RITM is approved some variables are updated. Once we work on task and close it those variables are wiped out. Its not always but its intermittet. Please help me understand the reason behind i...
Worknotes and additional comments are hidden on incident form
Hi Community, I have few acls using those i am making incidents read only when its assigned to xyz group. Only xyz group should be able to edit those incident records. I only want users to edit worknotes and additional comments but these 2 fields are...
Add assigned to and group members to parm1 in flow designer
Hello All, I have requirement to add a particular group members to SLA Breached notifications. In our instance we have SLA notification and escalation flow which is outbox configuration. So, in the parm1 already assigned to is there, how to add a par...
