Creat template from Incident with state closed
Hi, When I create a template from an incident not closed, all fields are prepopulated. But when I create a template from a closed incident, the fields aren't prepopulated. Can you help.Thank you.
Forum Posts
ATF Issue - Open an Existing Record
Hi All, I'm running ATF on Project table [pm_project], i'm able to successfully insert record on the project table and able to validate if the record is available in the system, but when tried to Open the record ATF is failing with the message - ''pm...
Facing issue with Schedule and TimeZone
Hello Everyone, I'm facing an issue with the Schedule and Timezone.Requirement - Need to send additional Approval if the change window is in Working Hours.Note - The instance and the user who is creating the change are in Australia/Melbourne Timezone...
Knowledge Base: Related Knowledge Articles from Incident form
The "Related Knowledge Articles" on Incident form times out in our instance, if there is '%' string in the short description. see attached. Is there way to exclude (stop word) configuration for this functionality.
Highlighting attachments within a user's profile
Hi there We are looking for a way to highlight which incidents within a user's profile contain attachments. I recently posted a similar question and was given a really helpful solution of adding an icon (by adding a style), however we have since dec...
Resolved! Change "self-service" view on Self-Service>Incidents module to the Default view" on Incident module
Hello all, I have a requirement to display Incident "Default view" for itil users, when they access incidents via Self-Service -- which is to say, change the ess view on self-service > incidents module to default view on Incident module for itil user...
Scheduled job Unable to run this code in scoped as getting error
(function() { var gr = new GlideRecord('x_nexa2_ienergy_incident_table'); //Instance of Table gr.addEncodedQuery('active=true^task_assigneeISNOTEMPTY'); //Conditions gr.query(); while (gr.next()) { var currentDate = new GlideDate()...
Setting Email Importance from Major Incident Management Communication Template
Hello all, I'm trying to set emails generated from our Major Incident Management Communications as high importance so they get flagged by Outlook. Following another post, I created a Business Rule on the sys_email table that sets the current.importan...
Resolved! Add Opened by User to Watch List
We have a request that when an incident is created and needs to be escalated to another assignment group, that the opened by user is not part of, to add the opened by user to the watch list. It is partially working, but it always adds the opened by u...
Resolved! Enable "Collaborate" tab on Major Incident Workbench
Hello, Im trying to enable this 'collaborate' tab on Major Incident Workbench so I can stabilish the connections with MS Teams I did installed the 'notifiy' plugin as required by the docs but still doesnt show up
Is there any feature exist in servicenow to check the dependency of the field on the other configs
Hi All,Actually I wanted to know that Is there any feature exist in ServiceNow to check the dependency of the field on the other configurations like Business Rules, Assignment Rules and so on..For Example,Lets say we have a field Location on the INC ...
Attachment not able to download from RITM
Hello experts, I have a catalog item and inside that i have a field by the type attachment. PFAWhen the RITM is submitted, in the backend admin is able to download the file but the ITIL Person is not able to download. The ADMIN Person is getting the ...
Service Operations Workspace (SOW) - Slow Performance
We have recently deployed Service Operations Workspace with our Utah upgrade. At the same time turning on the New (Next exp) UI. Since deployment we have received many escalations from our IT Service Desks that SOW performance is particularly bad in...
Incident SLA duration was changed, it was impacted on old Incidents, help to over come
Previously we have SLA Duration is 2 days (P1), 3 Days (P2), 5 Days(P3). Now it was changed to 1 Day, 1 Day 12 Hours , 2 Days. Here we are directly changed the Duration then it was Impacted on old Incidents. Help to how to over come this. and this ch...
Comment added to incident Trigger SN notification as well as email
HiI currently receive emails whenever an incident is updated by a user, but how can i setup push notifications in servicenow portal? utilising the Bell drop down top rightExample of what i receive:From: COMPANY Service Desk <X@service-now.com>Subject...
