In Service Operations Workspace (SOW), the Overview widgets currently display “No Data Available” when no tickets are assigned to a user or when the user has not created any tickets.Requirement:When a user has no assigned tickets and has not created ...
Hello, In SOW, when I'm in Major Incident, I have Communicate tab, with New Communication button. When I click on it, I can create a new communication, with several options. One of them is channel. I can choose between email and slack. As we have MS ...
This is my first time posting in the community for help but giving it a go before opening up a support case. We currently use RingCentral as our telephony solution. Every phone number that I come across on my computer and even web pages opens my Ring...
I am facing an issue in the Incident SOW list view. Earlier, my custom declarative action successfully updated only the selected records—for example, 3 out of 4 rows.But after the recent patch upgrade, it shows a “Record selection required” error and...
I created a playbook that triggers on new incident creation. During creation, mandatory fields get filled as required.Issue: After creation and playbook trigger, these mandatory fields that were filled during creation now appear as read-only in the p...
I'm trying to figure out how automatic searches on fields are configured. When I create a case in CSM/FSM workspace and select the Account field, before I write anything a list of search results are displayed under the field. This search is updated a...
We have this below requirement to incorporate AI search on Incident Record Producer. Re-design of incident record producer to integrate AI search and drive greater deflection-So, when an user enters description of the issue, a response is generated /...
After how much time by default are agents marked as 'offline' in Workspace, even if they are still active elsewhere in the ServiceNow instance?
Hello ,is there any way to add quick links to appear across specific role in SOW workspace?
Hi everyone, Currently, SLA's are not being used in my instance. All SLA definitions are set to inactive. However, when resolving a Major Incident in Security Operations Workspace, I see a "SLA Breached! Publish post incident report as soon as possib...
Hello!I have a cat item with a reference field variable to the service_offering table. When it is submitted, in Core the record will have the variable field populated with the chosen Service Offering and it will have the info button which pops up the...
Hi Experts,I have two UI Builder page variants for the Incident record page—one intended for business stakeholders and another for ITIL users. Each variant should display a different form view and different related lists:The ITIL variant should use ...
Hello,Service Operations Workspace should allow for users to create lists. Currently in 'My Lists i dont have ability to Add new List, Is there any way to add option to create new List
Hello folks,I’m facing an issue with a UX Action configuration. I created a UX Action called “Metrics” and built a page in UI Builder that should redirect to the Metrics view. I also created a UI View to show only a few specific sections.However, whe...
I want to add a banner or info message on the incident in the Service Operation workspace with the condition that if the incident priority is ciritical then only it should be displayed. Can someone help on this?