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Forum Posts
Incident Management best practice.
Hi,I have a general queries around incident management (Walk-in Service) best practice and one about customer experience.1. Is it best practice to log tickets per interaction or per issue? for example if someone comes to the service desk with a hardw...
Resolved! Creation of Problem after Major incident state is resolved.
Hi Everyone, I have been working on requirement, so when a major incident is resolved a problem record should be created. Currently i wrote a after business rule for it. But the problem ticket is not being attached to the rela...
Resolved! Set value to business service depends service offering on incident form
Hi experts,I have a challenge that I am facing.My business service field is hidden.I would like to populate it approximately after selecting a value in the service offering.There is a child and parent relationship between them (business service is th...
Reassignment count field on incident table
Hi,There is a field called "reassignment count" on incident table and OOB business rule associated with it to calculate the incident reassignment count. In our case this count goes up when assignment group changes before form submission.It should sta...
Resolved! When Major incident is closed Problem ticket should be created.
Hi Everyone, I have a requirement to create a problem record when major incident is Resolved. So i wrote a after business rule with condition incident state is resolved and Priority is 1. Here is the script i wrote. This is worki...
Resolved! How to get the current date as a filter
Hi , I’m trying to create a report for a dashboard that will show tasks that are within 3 days of the planned end date.ideally I was looking for a filter such as current date is less than 4 days from planned end date. i don’t know how to get the cur...
Resolved! Major Incident workbench — Summary tab
Hi All,In workbench under Summary tab provides a unified view of information in the form of a card layout. The information on impacted services, affected CIs, active outages, locations that are impacted, and child incidents helps to keep you informed...
Multiple Level Approvals Required in Change Management
Hello Experts,As per the OOTB for normal changes, After the assess state change will be moved to authorize and triggers CAB approval. But our requirement is in authorize state we need two levels of approvals. One will goes to CMG group and if they ap...
Resolved! For some Users, location field is populating as empty on the incident form even location is fill.
Hello Team, I have received an incident in which, users whos location is filled in the user table but on the incident form there location is populating as empty. I am unable to reproduce this issue in the NON - PROD. Also, I can see that location i...
Error Handling in ServiceNow for a OUTBOUND Rest message
Hello Developers, We are doing e-bonding via OUTBOUND Rest Message.We are X company & OUTBOINDING to Y company.There is a BR at place which will trigger the OUTBOUND with necessary Data from X to Y & a ticket will be created on Y company end.Ticket n...
Resolved! On Hold SLA Best Practices
Looking for some suggestions or guidance on timelines for On Hold ticket status. Any examples or ideas for different types of On Hold reasons you can share? Thanks in advance!
Resolved! 'Compose Email' for Problem Management
Within the incident form you can click 'More options' > 'Email' and then the 'Compose Email' form opens for the incident. Is there a way of adding this to the problem form?
Resolved! Interview Questions
1. what did you do in your last integration?2. challages set up intigration with servicenow3. Mid server in servicenow4. HTTP methode what is PATCH and PUT5. benefit of HRSD in servicenow6. HR criterisa & user critera in servicenow7. database view in...
Resolved! E-Bonding, Received Correlation ID
Hello Developers, We are doing E-bonding b/w X & Y companies.X company is passing Incident data & it's flowing as expected & creating ticket on Y company Incident table with information passed. I want to receive the ticket number created on Y company...
