Before upgrade to Zurich, had the ability to create a request from an interaction in the SOW. Now, the only options are Create Incident or Create Change. Working just fine in sub prod on same release so I checked the UI Actions and are identical in ...
Please suggest how to achieve the below requirement on Service Operations Workspace.How to update "Comments and Worknotes" fields colors on incident for Service Operations Workspace as mentioned attached screenshot.
Hi ServiceNow Community,I am currently working on configuring the Post Incident Report (PIR) functionality within the Service Operations Workspace (SOW).By default, the PIR tab only appears when a major incident is accepted (major_incident_state=acce...
So what does your company use in Service Operations Workspace instead of Checklists for Incidents? I am not talking about HR but the normal first level Service Desk and their incidents in SOW.I saw that the checklists are not available in SOW anymore...
Hello, How to hide "Propose Major Incident" button in Service Operations Workspace for Incident Module I am new to workspace.Need assistance please Also need to understand how to hide "propose Major Incident" button
Hi All, Has anyone tried to add new field like affected user/opened by and brining all the other available below to it in the record information in the incident form. As of now we see only caller. I want the same tab with 'affected user/opened by' ...
Hello, Do you know if it’s possible to display the history of an incident in Service Operation Workspace? In the back-office, I can see that operators with the ITIL role have this option : I would like to have the same feature in Service Operation W...
Hi i want color coding in service operation workspace for follow up field like priority has in the attached screenshot. In native incident if we can apply if we select from gear icon like wise how to change in sow. Please let me know.
Hi all,We have a resolve button in SOW incident which is 'Resolve'. when we click that we are receiving one pop up for updating resolution code and notes and after that we need click resolve in the pop up. Here in pop up page, we have Ui button like ...
In Service Operations Workspace, I am trying to modify the Contact Card in Record Information tab.The current Contact Card, displays the Contact Title. Along with title, need to display department info. How should we go ahead with this change? Few op...
I am trying to create a guided tour on the SOW that will take users into an incident to tour the incident form. I have separate guided tours for the landing page and the list page and they work fine. However, because I have to include a sys_id for th...
Hi All, In SOW, in lists and forms, client wants to mark some distinctive indicator that an Incident is Major. The story is I would like users to have a very distinctive way to know that an Incident is a Major incident so that they can react accordin...
Hi Members, Is there a way to enable the Preview pane (the i icon) in the SOW just like we have in Incident List View? Please suggest. Version: - Zurich Thanks,Neha Pateria
Hi community,I have received a request from our Customer Service department to automatically re-open a case when a customer adds a comment while the case is in the Resolved state. From a technical perspective, this seems straightforward to implement ...
I am not able to see the "impact" field, the fields under the Impact Section, or the fields under Related records section when creating a new incident, or viewing/editing an existing incident details on the Service Operations Workspace.My team membe...