Hi Everyone,This is quite urgent.Requirement is response SLA should should stop when any email communication is made with in incident.Note: Quick message functionality is enabled in the instance. Thanks in advance. Deepika
Hey - is there a way to report on a customer chasing or updating an incident? we have looked at updated by, but that doesn't give what we need.We are basically trying to figure out, from 5000 incidents, how many are being chased or the customer asked...
Hi,I have a custom field (checkbox) in incident table and i am trying to add ACL to restrict the incidents with this new field is 'True' to be visible to only group 'A'. 1. Only Group 'A' can able to view and edit this field.2. Only group 'A' can abl...
I was working with SN support with on a SSO issue. We resolved it in my DEV environment but now I cannot login with my admin account. He mentioned to use side_door.do but that isn't working it reroutes me to a page that says session_timeout.do. Ar...
I would like to have right to create a new catalog task. This is complete when only the service desk member is able to create new task.How to achieve this scenario?
Hi, When uploading an attachment, when prompted to encrypt or not we are presented with 2 options.Current encryption contextCm_security incident encryption context AES-128Security_incident_crypto AES-256I would like to understand the relevance to the...
Hi all,I have an incident form with the fields "Opened by" and "Opened for". A user can create a ticket for themselves (Opened by == Opened for) or create a ticket for another user (Opened by != Opened for). I would like to send out notifications whe...
Hi All , I have 1 requirement i.e: in interaction table1 reference field is created and the reference field refers to incident table records. now in interaction table if transcript field is updated then the same data needs to add a work note of th...
Hi All,We have an requirement to Set the List Views for Request to auto refresh. Is it advisable to implement this functionality ? If not, What are the disadvantage of implementing this ?Any help is much appreciated. i tried to Create a UI Action wit...
Good Morning, Quick question, is there a way to export a list of incident records grouped? I know we can view them grouped within the application but my manager is requesting it grouped so he can view via email. Thanks, Jewell
As an Incident owner, I want to add below access privileges to the t1 & t2 groups.1) Ability to report on interaction records2) Read-Only access to assignment rules3) Read-only access to incident email logs.4) Read-only access to service level config...
Hi All,In record producer, I'm having category and subcategory fields, based on category the associated sub categories should appear.I m having those choices in question_choice table and not in sys_choice table. I have written catalog client script t...
Hi, I have a list of Business services, Application services, Assignment group as well as users list which i need to upload with ServiceNow on daily basis. How do i get it loaded please? I tried to open business service list view> right click> impor...
Could someone please let me know if an Incident ticket or any other ticket can be opened by a phone call? For example we have ways to open a ticket by an inbound email right, Similarly I was wondering if there's a way to open a ticket using an automa...
while we are updating work-notes from remedy to snow, we are receiving below response. SyntaxError: Unexpected token: u (sys_script_include.d2426c9ec0a8016501958bf2ac79c775.script; line 155)"},"status":"failure"}] in the scripted rest api patch metho...
