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...
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...
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...
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...
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...
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...
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...
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" ...
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 ...
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...
Hello,
urjent; i have written a before business rule when any new group is created and generate sc task and assign it to monitoring team, what im facing is that the sc task is getting created and in the below sc tasks im seeing many other sc tasks in the r...
Please help me with this script(I've created a custom incident form)function onLoad() { //Type appropriate comment here, and begin script below var incidentState = g_form.getValue('state'); var editableFields = g_form.getEditbleFields(); ...
ihello, “assigned to” is a reference with the "sys_user" table needs to populate the group name in the "assignment groups" where the reference is "sys_user_group". need a onchange() script without using scriptinclude.give me input on how to do using...
How do i pull a specific line value from the body of an incoming email to update a custom field when it creates a INC? There is a Line with a ID number in the body of the email, i created a custom field that is read only on INC, i am trying to pull ...
