We have recently deployed Service Operations Workspace with our Utah upgrade. At the same time turning on the New (Next exp) UI. Since deployment we have received many escalations from our IT Service Desks that SOW performance is particularly bad in...
Previously we have SLA Duration is 2 days (P1), 3 Days (P2), 5 Days(P3). Now it was changed to 1 Day, 1 Day 12 Hours , 2 Days. Here we are directly changed the Duration then it was Impacted on old Incidents. Help to how to over come this. and this ch...
Help. I cannot figure out why the Configuration Item drop down list will only show items with a class equal to Business Service or Business Application. I've checked the dictionary entry and compared everything to an untouched dev instance of the s...
I have a custom-scoped application that has inherited all the fields from the Global Incident table. I'd like to add certain categories and sub-categories to the categories and sub-categories fields by not making any changes to the global fields ( si...
Hello All, I have below request -Once an Incident has been Resolved/Closed/Cancelled (Closed either manually by MiM for Priority 1 incident or automatically by the system for Priority 2, 3, 4, 5). There should not be possible for an action to be take...
Hello experts, i Have a workflow and inside that workflow i have a wait for condition activity. Please find the code snippet below: //START // Set the variable 'answer' to true or false to indicate if the condition has been met or not.var gr_vm = new...
Hi All, We have to filter out the retired CIs from being selected in the change request form.We have created a reference qualifier and we have created a script include and updated the encoded query in the script include. It was working as expected t...
*Standard change proposal We have to cancel the proposal through cancel proposal ui action even the mandatory fields are not filled in. When the state is in new and they want to cancel the proposal the standard change proposal even the mandatory fiel...
Hi All, I want to create a dashboard where open incidents not updated from 2 days to show.please share the query to run. Regards,Garvit
Hope this is the correct forum for this question, but if it is not, please feel free to redirect me- I am currently attempting to trigger a notification on the "syslog" table, but am not able to do so - is this not possible? Its a very simple notific...
How to prepare reports for the following:1. MTTR (Mean Time To Repair)2. TTR (Time to resolution)3. Total time taken to closefor the incident table. Please help me.
Hi Team,We have third party tool, team wants a URL they can use to insert a incident record in our instance. That URL should allow them to pass a variable, the phone number, using phone number I need to updated the requested for field so that Service...
Hello, I've been working with a customer on their email notifications and I noticed that when a user creates an incident and they receive the "We received your request" email the view the request icon/link on the email template does not take the user...
Hi Team,I have created account on SNOW developer site. I just need a test SNOW instance where I can test incident creation via REST API. I just see ways to create apps but not anything related to SNOW ITSM module for incident creation. Can someone pl...
Hello All, Through CSPM alerts incident gets created in servicenow .Now the requirement is how to navigate this particular incident from caller 'Dome9' to particular assignment group named as 'IT-Security". Please help me in achieving this requiremen...