Hello All,We have created an alert if user change the impact and try to resolve the Incident, the alert will be displayed as warning message by saying-"As the priority has changed, please ensure you select save prior to resolving this incident.”Now w...
Hi, I need to populate the User Email, Department based on Requested For field on catalog item form. But the Requested For field is in VariableSet. I written the below OnChange catalog Client script and it did't work. Please give me an correct code t...
Hi, everyone,I would like to get help with issue I am facing.I have a catalog client script where I remove all options from a variable called category.I created a condition that the user who has role itil will see a list of categories, otherwise a di...
When using Global Search, it returns ALL Incidents, including Closed and Resolved state ones. I tried the steps below, but it is still returning Closed/Resolved tickets:Here are some detailed steps to change this:1. Navigate to "ts_group.LIST"2. Open...
Hi,I hope this email finds you well. I am writing to inquire about the possibility of uploading screenshots directly into the "additional comments" field on ServiceNow.We often find it necessary to include screenshots to provide clarity and context w...
Hello Community, Please help me to understand how does the business elapsed percentage works in incident SLA?? for both response and resolution SLA. Thanks,Sajal
Hi all, I have created a relationship between interact and incident table. I was able to utilize the OOTB function for the interact table, However, the records are not reflecting in the incident table and is showing all records in the interact table....
Each time when i open new incident form, a new incident number is generated.If i don't submit and reopen it, another number will be generated.If would like to prevent this behavior by implementing a custom business rule. Need sample code for this req...
My requirement is to add 6 working days(excluding Saturday and Sunday) to a given date . I have created "24*5" schedule and the below script for achieving this but the output gives me incorrect date as weekend as shown below. var days=6;var startDate...
For my ITSM incident application I would like to create a worknotes type field where is it is only visible to agents but make it for closure notes. is that possible?
When I change a problem ticket from status Resolved to status Closed, the problem ticket is not switched to Inactive. Does anyone know how I can change this?
Hi All,I am working on a requirement where i need to write a script that if service area does not match the Support Organization of the group then the incident should through an alert and form should not be submitted in default view and service opera...
Hi All We have recently moved to Utah switching on the new UI and also moving to the new Chat tool. Our main Service Desk is outsourced supporting over 45,000 customers around the world and in all of their 5 locations they complain that compared to c...
On our service portal we have a quick link to show 'My Group's Incidents' which allows users to see incidents opened by users that are members of the same group they are. This filter criteria is working for itil users but not for ecc users, can anyo...
