currently we are sending a satisfaction survey through a mail to the caller (user) when his incident is resolved. I need to escalate that incident/ create escalate incident with the incident id, if user selects dissatisfied in the survey that was sen...
Hello, our Incident Management team is being asked to track recovery decisions made during the resolution of a Major Incident.One proposal was to use automated Incident tasks to track if that step of the recovery worked or not via a change in state. ...
hi can anyone help me with the code for scenario for 'When selecting Cancel in an Incident, please add a pop up window that asks, "Are you sure you want to cancel this incident?" Give a yes or no option. If yes, proceed with the cancel. If no, then f...
Hello,We are running into an issue with a business rule is running but not stopping processing of a ui action. When using the create a problem ui action the problem record is created and linked to the incident, however due to the br running which r...
Hi,Can we Schedule Process Optimization / Mining jobs to run at regular intervals just like we can schedule Predictive Intelligence Models, say run every 30 days? If so how can we implement that? Thanks
1. what happens if customer(on customer instance) add custom state ?currently I see it adds the value to the state field on Provider but does not create choice(which we do not want). so is there a way to prevent any new updates to state field if the ...
HICan someone please help on this I have requirement is - On the state field , Resolved option needs to be visible only for current assignment group membersIf any other user opens the incident form they should able to see only other options (in progr...
Hi Community, I have requirement where needs to update incident state from pending to work in progress.this is working from portal and from incident form but not from webex.when comments added from webex it is updating in incident comments but state ...
Incident and change OOB servicenow allows for duplicate numbers. I need that stopped as it is impacting reporting. There are articles online how to fix/stop this from occurring
Hi,We had a requirement , If an incident is passed between two groups(Group A , Group B) , then conversation (additional comments)of caller and group A should not be visible to group B (without deletion of comments).Please let me know. Thanks.
Can the request summary page be customized to show the fields I want for a specific catalog item?
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...
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 ...
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 ...
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...
