Resolved! Incident notification.
Hi Since Vancouver, we receive incident notification on SOW or on native interface after each incident close by system. This generate a lot of notifications.Have you an idea about this ? Thank you
Forum Posts
Resolved! Is it okay to ask the requester to input a description of the incident?
Hello,I want the requester to input a description of the incident, but there is an ACL restriction that only allows fulfillers to use it. Input only, no editing. Is it okay to remove this restriction? Would taking this action result in a violation o...
Resolved! Onchange Client Script
Requirement : When CI is choosen, associated location has to update in location field in Incident form.My solution : Onchange Client Script as follows:var prevLocation = g_form.getValue('location');if (!newValue) {g_form.clearValue('location', '');g_...
create escalate incident from survey response
currently we are sending a satisfaction survey through a mail to the caller (user) when his incident is resolved. I need to escalate that incident/ create escalate incident with the incident id, if user selects dissatisfied in the survey that was sen...
Decision Tree on an Incident
Hello, our Incident Management team is being asked to track recovery decisions made during the resolution of a Major Incident.One proposal was to use automated Incident tasks to track if that step of the recovery worked or not via a change in state. ...
how to show a pop up with yes or no rather that ok comformation button
hi can anyone help me with the code for scenario for 'When selecting Cancel in an Incident, please add a pop up window that asks, "Are you sure you want to cancel this incident?" Give a yes or no option. If yes, proceed with the cancel. If no, then f...
Resolved! Create Problem UI Action Issue
Hello,We are running into an issue with a business rule is running but not stopping processing of a ui action. When using the create a problem ui action the problem record is created and linked to the incident, however due to the br running which r...
Process Optimization Schedule
Hi,Can we Schedule Process Optimization / Mining jobs to run at regular intervals just like we can schedule Predictive Intelligence Models, say run every 30 days? If so how can we implement that? Thanks
Service Bridge Fields mapping query
1. what happens if customer(on customer instance) add custom state ?currently I see it adds the value to the state field on Provider but does not create choice(which we do not want). so is there a way to prevent any new updates to state field if the ...
Resolved! Resolved Choice option should visible only for current assignment group users
HICan someone please help on this I have requirement is - On the state field , Resolved option needs to be visible only for current assignment group membersIf any other user opens the incident form they should able to see only other options (in progr...
when comment contains caller's email then incident state should move to work in progress
Hi Community, I have requirement where needs to update incident state from pending to work in progress.this is working from portal and from incident form but not from webex.when comments added from webex it is updating in incident comments but state ...
Incident and change OOB servicenow allows for duplicate numbers. I need that stopped as it is impact
Incident and change OOB servicenow allows for duplicate numbers. I need that stopped as it is impacting reporting. There are articles online how to fix/stop this from occurring
How to hide(without deletion) additional comments in activity without hiding field in Incident.
Hi,We had a requirement , If an incident is passed between two groups(Group A , Group B) , then conversation (additional comments)of caller and group A should not be visible to group B (without deletion of comments).Please let me know. Thanks.
Resolved! Create custom request summary page for catalog item
Can the request summary page be customized to show the fields I want for a specific catalog item?
How to configure one email with different set of conditions and different recipients as ext id's
Hi All,I have a requirement to consolidate the count of notifications 127 into one notification , which has different set of conditions(when to send) and different recipients(whom to send) tagged external id's and common body content for all.How to a...
