Resolved! Incident variable editor configuration
Incidents created via Record Producers shows the Variable Editor section. but users should add, modify, and remove variables directly from the editor without errors on the incident form
Forum Posts
Resolved! Show Variable Editor for Incidents Created from Backend
Incidents created via Record Producers shows the Variable Editor section. However, incidents created directly from the backend do not.How can I make the Variable Editor section visible (with empty variables) for backend-created incidents?
I don't see the Advanced and Script options while creating an SLA definition.
I am trying to create a new SLA definition. I wanted to add a script, but I cannot find the advanced option or script option
Escalation and De-Escalation of an Incident Ticket
Today we use the listed support group on a CI record to auto assign the incident ticket based on the CI selected in the Configuration Item field. There are cases where there can potentially be up to 4 levels of support levels/tiers that support a si...
Resolved! when sctask work note updated need to create the incident using flow designer
Hello EveryoneI have requirement when Sc_task's work note updated and if it contains the text ' file creation failed' need to create the incident using flow designer.I tried it but its not working as expected can you please help me on that and have ...
"Action Not Authorized" Info msg while clicking Resolve Button in Incident
Hi, When Resolving the Incident we got an "Action Not Authorized" Info message in top of the page. We don't have any duplication action_name in the ui action and we also cross checked many available solutions from community.Still we are not able to g...
Common questions to be done when opening incidents from ESC
Hi Community! We are starting in the ServiceNow platform designing all ITSM processes.In our current tool (HPSM), in order to open incident records from ESC, we are asking end users for the Service/Service offering and application a part from a gener...
Major Incident - MI Manager to page on-call SME best practice
Curious how your teams are utilizing MI Management process. When an MI Manager accepts the on-call page and is assigned the Incident, how then do you all have that MI Manager call other SMEs that may be needed to work through the issue? I would like...
Resolved! How to track assigned to changes and who changed it
I want to track the assigned to changes and who changed it on a dashboard to agents via a dashboard. How can it be achieved.
Adding user manager as cc in email notification
Hi Team, We have created a scheduled script to send open incidents to all the technicians individually it is working and going html table report individually in one scheduled script but our use case while sending individual email we need to add cc or...
Cannot select a extended column from the task table when creating a data visualisation list
Hi,when using the report on task table and I can select any column from any extended table of task, when I want to do the same with platforme analityc, data visualisation I don't see the optionglide.ui.list.allow_extended_fields is ok with the task t...
Knowledge article with multiple versions of the same number
In our instance we realised that we have a knowledge article with the same version, ie multiple 3.0 versions of the same article.
Field with 2 dependant fields?
Hi all, I was just wondering if anyone has done all the Category and Subcategories as "dependant" fields. We currently only have the "subcategory" dependant on the "Category", but we wish to make the "Category" dependant on the Business Service. I kn...
Adding a choice table to an Incident form
I created a subcategory table on the incident table. It contains a list of subcategories for certain issues. In catalog builder, I've been trying to add a choice field to reference this subcategory table so it can populate the list. When I go to refe...
