ITSM forum
cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Forum Posts

Service Catalog Item Design Consolidated vs Separated

What is the best practice for Service Catalog Item Design? Setting up a catalog item for Software install, transfer, and removal and looking to build it in one catalog item with a variable field for Request Type - New Install/Transfer/Removal and bas...

mep by Giga Contributor
  • 600 Views
  • 1 replies
  • 0 helpfuls

Prevent Problem Task Closure When Associated Change Request Is Not Closed

Hello all, We encountered an issue where a Problem Task is getting updated to Closed even if the associated Change Request is not in a closed state. The system displayed an error message but still updated the state. To fix this, I tried modifying a B...

Community Alums by Community Alums  
  • 916 Views
  • 4 replies
  • 0 helpfuls

Notification is triggering multiple times

Hi Community, In our current setup, the ServiceNow instance operates in the IST (Indian Standard Time) zone. A business rule was implemented to monitor incident creation for a specific domain. The rule triggers a notification when 25 incidents are cr...

tulasi8 by Tera Contributor
  • 1848 Views
  • 16 replies
  • 0 helpfuls

How to get previous value on email script

Hi, I have a scenario The email subject should be updated to indicate that the incident number has been escalated to the respective group, specifically when the ticket is moved from A to B group. So how to take previous in email script?Can anyone ple...

mania by Tera Contributor
  • 1089 Views
  • 4 replies
  • 1 helpfuls