Need to know the tickets created and tickets closure count in shifts ( Morning shift, general shift, afternoon shift, night shift ) , but the catch is that the shifts are overlapping by 2-3 hours .Ex: Morning shift : 6AM - 3PM , General Shift: 9AM- 7...
Hi there, I want to add field from "task_sla" table to "Ticket Fields" widget. for example " Business Time left". Thanks!
What is the best way to route multiple Incident record producers that auto assigns to specific assignment groups? Right now we have one Incident RP and one business rule that says, If assignment group is empty, then assign to IT support. I want to cr...
Need to send an email every day with list of incidents which are not updated more than 2 days. Here trigger condition is , if any incident is not updated more than 2 daysplease guide me on how to achieve this.
//Create a policy to action on approve and reject buttonOpen or Create a policy: Navigate to System Policy -> Email > Inbound ActionClick on New buttonName: Approve/RejectTarget table: IncidentAction type: Record Action //you can use your required ta...
Hi all,Needed paging enabled for p1, p2 type incidents.When p1 or p2 is created and assigned to Database team and assigned is empty then trigger the call to Database team. please let me know if anyone implemented or any insight. Thank you in advance....
Hi Team, How to display Portal Feedback in EC portal. Thanks,
Non-admin users are not able to see journal fields in the template getting created from incident.Kindly assist.Thanks in advance!!
Hi there, I have a requirement to make comments mandatory if end user tries to reopen the incident by using "Reopen" ui action on service portal. Is it feasible to achieve? if yes the how? if not, could you please share any servicenow document stati...
Is there a way to create a report that aggregates incident record by the same date or same time? For example, if User wants to aggregate incidents created between 1:00 PM and 3:00 PM, they need to count all incidents created during that time window, ...
Hi Forum, We have noticed that Incident Task's priority is not changing when we change the impact and urgency. We even verified the same in OTB (PDI) instance as well. Is it an expected behavior? . If we need to change priority on basis of Impact & u...
I have a custom portal to handle a single knowledge base and it's Article only. We have used the OOB my favourite widget to access the users favourite articles but the fact is that the widget is showing all the fev. articles along Favourite catalog ...
I have a catalog. I'm accessing this from sp portal generally. I also mark this catalog as my favourite, so I'm accessing this from my favourite options rather than search it. But the problem is that the same OOB Favourite widget has also been user i...
Is it possible to send notifications to a team's on-call person when their team is assigned an incident/task, as opposed to sending notification to the entire group? We're seeing a very high number of emails going to entire teams when their team is a...
How to build Database View to report Incidents without Outages with specific conditions.Could someone please guide me:How to configure the Database View with a LEFT join so I can capture incidents without outages.How to apply conditions on Incident f...
