Resolved! Create custom request summary page for catalog item
Can the request summary page be customized to show the fields I want for a specific catalog item?
Forum Posts
How to configure one email with different set of conditions and different recipients as ext id's
Hi All,I have a requirement to consolidate the count of notifications 127 into one notification , which has different set of conditions(when to send) and different recipients(whom to send) tagged external id's and common body content for all.How to a...
How to show choice field values based on the order on employee center
Hi all,We are using employee center and there is a record producer for Incident, In that we have category fields had number of choices.The problem is in the backend values are showing in the drop down as i have given but on the employee center it is ...
How to show choice field values based on the order on employee center
Hi all,We are using employee center and there is a record producer for Incident, In that we have category fields had number of choices.The problem is in the backend values are showing in the drop down as i have given but on the employee center it is ...
Incident - gets a duplicate value colored blue in the category field
Hi community,I would appreciate some help with a problem I am facing. I built a custom field in the Service form called incident category.his job to create a parent-child relationship between Service and Category. My Variable reference qualifier is b...
Incident Management Workflow
I'm looking for any examples or best practices for a workflow on the incident records. Like with the change and problem records there is a best practice workflow which prevents users changing the record status, or changing it to the correct status. D...
How to compare previous and current worknotes and comments using flow designer
Hi All, I have a requirement to send a outbound PATCH request to a 3rd part when ant of the field is changed in Incident form.When I change the worknotes, the PATCH request includes both the latest worknote and latest additional comment in the Payloa...
Resolved! Create a report excluding last weekend of the month
Good Morning - I received a request to create a report that includes all weekends of the month except for the last weekend. Is it possible to do this in basic reporting? Or would this be Performance Analytics? We do have PA but that's a whole diffe...
Updating incident by using correlation id instead of sys_id for a table api integration
Hi, I wanted to update incident record through the correlation id not by using sys_id field.In my project it is mandatory to use table api only and the problem is that the client application cannot get sys_id in response after their incident has been...
How to enable better collaboration between technicians?
My company started using service now recently to handle support requests and us technicians are having serious issues regarding how the software is being used. If we make notes or upload photos, there are isolated to the work order task. But if a tec...
Resolved! GlideModal help
Hi there, we have a ui action with following script: function par_req() { var gm = new GlideModal("glide_prompt", true, 1600); gm.setTitle("Create Product Allocation Requests"); gm.setPreference("title", "Number of Allocations Required (M...
Fields proposed when using 'Create a template from the incident form'
Is it possible to managed the list of Fields that are proposed and set some defaults fields for the Incident Template?It looks like the proposed field are all selected from the section 1 of the form (incident), I would like to add 2 fields from the s...
Classification Model unable to Predict / blank predictions
Hi Team,I was working with our Classification model for a particular domain and did a batch test (as we recently updated the filters for the model after the Vancouver upgrade) but I see a very high number of predictions which say "Unable to Predict" ...
onchange error: Dates
Hello When I try to set schedules for change, I get the following error:Nevertheless, I can submit change request. But, that does not evade me from user questions... Is there something I can do on this? Or should I raise a case somewhere else rather ...
Resolved! Anyone automatically tracking agent handle time on incidents?
Trying to measure incident handle time by agent. We use Agent Workspace. In theory, when agent brings up an incident, clock automatically starts. If they navigate to another incident, clock automatically stops for the first incident and automatica...
