How to create problem record with assess state?
Whenever a problem record is created by an incident or directly by the problem module, The stages should start from an assess state instead of a new state. How to configure that requirement?
Forum Posts
Resolved! What's the purpose of the Service, Service Offering, and Configuration Item fields in an Incident?
Hello all, I would like your expert input on the following topic.I am trying to understand the purpose of the Service, Service Offering, and Configuration Item fields in an Incident form.I have read docs but does not help really. For example, for the...
How to update custom fields without update system fields.
Here below I pasted the code for your reference,var gr = new GlideRecord('incident');gr.addQuery('number','IN00....');gr.query();if(gr.next()){gr.short_description = "my laptop is not working";}
Resolved! Where can I find a column related to Outage in Incident Table
Hi! Hopefully it's a simple question... so, from Outage table (in my instance it is named [cmdb_ci_outage]) I can find "Task Number", which points to the related incident record number. So I believe there must (could?) be a relationship to Outage rec...
Major Incident Workbench
Hello Everyone, I'm currently working on the Major Incident Workbench, and I would like to add an additional field to the header, next to the category field, as shown in the snapshot below. Could someone please let me know if there is a way to do t...
Allow only Major Incident Manager to modify incident priority of accepter major incident
Hello! My team is looking to find a way to allow only Major Incident Managers to adjust the priority of an incident once it has been proposed and/or accepted as a major incident. Based on some previous searches, it seems like a business rule would b...
Information could not be downloaded from the server because the transaction was canceled
Hello Team, While filtering the CI from the Run Filter, it is throwing transaction cancelled error. Is there any way to increase the buffer time so that i will not throw error.
Resolved! User Criteria not generating log statements?
Hello, I am working on a user criteria that will only allow users in certain departments to see a knowledge base setup just for that department. However I can't get the user criteria to work and I am not even seeing the log statements I have made sho...
Get event name and parm1 value in email script
Hello Everyone, I have an event which contain multiple user sys_ids in parm1. I want to fetch the event name and parm1 value in email script and covert to array string where parm1 value is list of users which are the recipients. Instance version:- V...
Resolved! Catalog item in Contextual Search Results
Hello,I enabled "cxs_EmailSearchResults" in my notification, so whenever an Incident created the caller will receive an email with the "Related Search Results" result in their email. Include knowledge articles, and catalog item. My issue is whenever ...
when one sc task is closed complete the 2nd sc task is closed incoomplete
hi can anyone help me with scenario for i have two tasks where based upon values it will trigger the related sc taskshere the pblm is that if they select both values after the first sc task (task for non it) is getting completed then the other task...
how can i remove email template for major incident management while creating communication plan
We need to remove email templates which are displaying by default while creating communication plan for major incident management.how can we achieve it.
Require WORK NOTES IF ON HOLD REASON=change, problem or vendor
Hello has anyone implemented a requirement in which would require work notes if on hold reason was change request problem or vendor?how can we go about this easily? Thanks
Resolved! Incident Management and Workflows
Hello, We are a new Service Now customer currently moving toward implementation. We have multiple IT teams that handle incidents and want to ensure we scope the needs appropriately based on what Service Now can accommodate. Please see my questions be...
How to change banner frame for incident
I want to change the OOB functionality on the banner frame. As displayed in the image, I want to replace the incident (marked with blue) with short description. Can somebody explain how to do this?Where is the configuration for this which needs to be...
