How to calculate Resolution time of Incidents/Requests
Hi, How to calculate the resolution time for each Incidents or Requests, especially when the tickets are reassigned across multiple groups. Thanks, JJ
Forum Posts
Resolved! Virtual Agent: Links will not open in Teams ***PLEASE HELP!!!***
Hello SN Community, I have integrated MS Teams Now Virtual Agent into SNOW, and everything is working fine with exception to any links that point back to ServiceNow (such as catalog items or knowledge articles). It seems that in Teams, it adds a pre...
Resolved! virtual agent - script to show a setup topic
Hi, For the VA chat bot, I ask the user is there anything else they need help with? If they select "yes" , i want to repeat the setup topic instead of the topics. I need help with a script to show "the setup topic" again. Similar to show all topics...
How to hide Service Catalog Category from Service Portal?
Hi All, How can hide a service catalog category ( Standard changes ) from service portal. Initially I hide it using 'Not available for' related list from "sc_category" table but it is restricting the users from creating standard change from Incident...
Resolved! VIrtual agent chatbot - keywords search issue
Hi all , In the virtual agent chatbot ,is it possible to edit the sentence "Please type your request " in the search box? . Because if incase the end-user type a request of his choice in "please type your request " box ,it says "I am sorry but I didn...
Resolved! How to delete all of the CMDB_CI data
We have the need to delete all of the CMDB_CI's in our DEV instance so we can test a new data source for CMDB. I have this script from the past and wanted to see if it will work now. var gr = new GlideRecord('cmdb_ci');gr.query();gr.deleteMultiple();
Record producer creating duplicated records
Hello Everyone, I'm trying to create a normal change request from a Record Producer. When I do, it just create multiple records. After many tests and validations I realized that Servicenow is creating one empty change request for each approver added ...
Resolved! Suggestions on tracking if a ticket was submitted through a form on the Service Catalog
Our Service Catalog has forms for INC tickets, REQ tickets, STRY tickets, etc. I'm unsure where to begin here, so I am hoping for suggestions on how to begin tracking whether or not a ticket (of any type, really) came from the Service Catalog or was...
How to add helper text to the OOB Add Attachment Icon in the record producer. Help me on this.
How to add helper text to the OOB Add Attachment Icon in the record producer. Help me on this.
Does Updateset capture Table index?
Hi All, Does Updateset capture Table index? Thanks, Srinidhi Munji.
How to take custom icons in Service Portal if relevant Glyph is not present ?
I want to add a custom icon from db_image table into service portal for which i created an instance option "image" and i am able to select the image. All i need is to select the icon if glyph is not selected in the service portal instance and it is s...
Resolved! Prevent the user to fill serial number that is already present in pc_hardware table for another asset.
Hi All, I am having a requirement on catalog task form. On the form there is two editable field hostname and serial number. Serial Number auto populates when hostname is filled but if the hostname is of a new asset which is not present in pc_hardware...
Resolved! Archiving old user reports
Is there a way to archive old reports (not PA) that have not been used for <6 months? These reports are from across different tables and database sources.
Client script to automatically reload and save/submit the form
Hello. I'm struggling with a client script which would automatically reload and save/submit the new form. Reason for that is, we have a need to display a related list on the form right when you open it. Since the record has to be inserted in the data...
Lock icon still visible even after hiding it in dictionary
I want approval groups field to be unlocked by default while opening/ creating a change request. I have added an attribute start_locked=false in the dictionary entry of approval group. It's working, but the lock icon is not disappearing. I do not wa...
