create incident ticket via email
create incident ticket via email
Forum Posts
identifying Oncall person for a workgroup
I want to know the table where the oncall person datails are stored. the goal is I want to sent a mail to the current oncall person of the work group if any high priority incident have been raised. But I couldn't get the exact table where the current...
Resolved! Collapse variable sections by default when opening an RITM
Hi all,In ServiceNow, when I open a Requested Item (RITM) in the platform UI, the Variables area loads with variable sets expanded by default (e.g., User Info, Reservation Details).I want the variable sets to be collapsed/minimised by default when th...
Resolved! Service portal Auto expand Order guide's Include Items on Choose option tab
Hi Team, We have upgraded to London. As per London version, Service portal Order guide widget collapse/minimizes the Include Items by default on choose option. But we need to make the Include items expand by default. Is there any possibility of upda...
Problem of ACL
Hello, Please could you help me with this problem, on the table sc_req_item I have this query filter : company.nameLIKElafa^sys_created_onBETWEENjavascript:gs.dateGenerate('2025-12-01','00:00:00')@javascript:gs.dateGenerate('2026-01-13','...
In sctask email function by clicking the above 3 dots the requester names populates in the CC tab
In sctask email function by clicking the above 3 dots the requester names populates in the CC tab instead of TO tab please go through attachment screenshot . HOW TO CHANGE INTO TO TAB IN EMAIL
Update field with value which is adding in related list
There is custom field on sys_user table u_skill which is used to display skills. There is related list under user table which sys_user_has_skill . I trying to add the skill from related list and want that to display in u_skill field but I am getting ...
variable information not populating
Hi All, My requirement is i need to bring all the variable information that user selected into description field with comma seperated values. Ex. let us assume in a catalog item there is variable A , Variable B and variable C. while submitting the r...
variables not visible to a user.
Variables on the sc_task is not visible to a user.This happens only on one catalog item. also only when the created by user is the requestor.So far, we have identified only one user impacted like this.
Question on Walkup experience enabled in ITSM
Hi All, I have recently started exploring the walkup experience module for ITSM Suite.I have few doubts before I start implementing it. Current scenario : We will configure the walk up location queue where condition is set up like channel is walkup a...
Knowledge Dashboard: I need to show approval data for 2 level approvals in the Knowledge Module
We currently have 2 step approvals for our knowledge articles1st Level is for Ownership Groups approval2nd Level is for Knowledge Base Owners approval The problem that we have is that when we filter out articles that are for review and approvals, we ...
Hide the name of agent/technician when posting work notes / Comments (visible by customer)
Hello All I'm trying to configure a setting to hide/replace the name of the agent who Posts Work notes or Comments (visible by customer) in Incidents or RITMs. I created a generic user account ( Support Team ) and created a business rule with its sc...
Approval History Not Showing Impersonation / Delegation Details
Hi everyone, I have a requirement to display impersonation and delegation details in the approval history. Based on this explanation, it should be possible by setting the following system properties to true:com.glide.hub.flow.approval.show_impersonat...
When trying to change the group user receving error
Hi Team, I have user, user is trying to change the group on incident form, receiving below error. User has updated the work notes as well, still receiving same errorUser is having itil role. it is working previously. All of the other team members ...
hiding annotation
I am using this script to hide annotation but not working. I have the annotation id set and get the alert printed but it doesnt hide. Any ideas on how to fix this?function onLoad() { // Check if it's a new record if (g_form.isNewRecord()) { ...