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Creating an interaction using Agent Workspace (ITIL)

We recently enabled Agent Workspace and our Service Desk is using it. The idea behind using Agent Workspace is that the agent first creates an Interaction. From the interaction, the agent can leave it as an interaction or convert it to an INC or Requ...

How to start timer field with BR, CS.

hello expertsI have a customer requirement.To create a timer field that start counting time when state = "Active".I already have the field, but it starts automatically, what I need is for it to start when I change to the ="Active" statebut when the f...

Eddy6 by Tera Contributor
  • 1833 Views
  • 6 replies
  • 0 helpfuls

which oob role gives some one the access to create and update ci's

Hi all, I'm trying to identify the role that can update the cmdb ci information I found the role sn_cmdb_editor and accoording to the description this role should have this access but when trying it it seemingly has only read rights on the cmdb when ...

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dick1 by Tera Expert
  • 3457 Views
  • 6 replies
  • 3 helpfuls

WalkUp Experience Variables not showing on appointment booking

Good Morning, We have started to implement the Walk-up experience in ServiceNow but we have a issue where the varibleset sn_walkup_variable_set doesn't pull through the variables into the appointment. Currently we have short description and a "What i...

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Stuart10 by Tera Contributor
  • 1395 Views
  • 2 replies
  • 0 helpfuls

Unable export the data while export CSV getting empty file

Hi Team, While downloading the report in excel format in service now, we get this below error while extracting report as an excel sheet for 5k records.When export CSV file format getting empty record zero size Earlier we use to 10k record for excel b...

Tharun13 by Tera Contributor
  • 3672 Views
  • 6 replies
  • 0 helpfuls

Conflicting UI Policies

Hello, I have two fields in the incident record form: "description" (String Type) and "u_description" (HTML). Following are my conditions: when priority is 1 or Priority is 2, I need description to show, and u_description to hideWhen priority is NOT ...

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Sam196 by Kilo Expert
  • 2421 Views
  • 3 replies
  • 0 helpfuls

Resolved! <now-attachments-list template="sp attachment" />

Hello,I used the widget 'Ticket Attachments' in Service Portal of Helsinki.In this widget there is an element which call 'now-attachments-list'.I want to understand what the meaning of this element, maybe it's a directive of angular? so, where it's d...

MCH by Mega Contributor
  • 15664 Views
  • 28 replies
  • 26 helpfuls

Product model vs Hardware model

We have noticed that we models created in both the hardware model table as well as the product model table. While i understand that the product model table is made up of both the hardware models as well as the software models, i need to understand w...

notaguru by Tera Contributor
  • 4708 Views
  • 1 replies
  • 1 helpfuls

Resolved! Export RITM with variables

Hello All, I want to export 500 latest requests for a specific catalog item into a excel with RITM fields and 100 Variables in it. I tried doing so by creating a report but I think there is a limitation of variables which can be added to reports and ...

Resolved! How to create a notification for incidents created with priority 1?

Hello all, How can I create an email notification for incidents with priority 1? They already have a notification set up for when incidents are changed to priority 1, however, they would also like to have it so that incidents that are created with pr...

astanley by Tera Contributor
  • 3609 Views
  • 2 replies
  • 4 helpfuls