Resolved! RITM still in progress even if the task is closed
we have a situation in production instance that RITM still in progress even if the task is closed,how to rectify what has happened and solve this?
Forum Posts
Resolved! Domain Separation and Assignment groups
We have domain separation setup and I'm having trouble with the assigned to field in tickets in our client domains. Let me explain how the domains are setup:TOP (root) ├── Clients │ ├── Client1 │ ├── Client2 │ └── Client3 ├── Standard...
Not able to implement specific approval policy in the Change Management
Hi everyone,I am looking for guidance on how to implement a specific approval policy in the Change Management module.For a Normal Change, the approval process should be as follows:Approval goes to the CAB team, which consists of 6 groups.The change i...
Link between SLA Definition and Service Commitment of type SLA
Hello, I have an SLA defined:When the Service commitment attribute is unchecked, set to false, then start conditions works.When I set it to true, suddenly it stops working.In the service offering that is selected on an incident I have it set up as a ...
Searching a keyword globally doesn't return any INC related information.
Searching generic (Example: outlook, sap, display) keywords not returning any results related regarding incidents (see screenshot).But whenever we search technical or less common words such as (Example: MYCAT, P3A or SAP P3A), we see result returni...
Resolved! SCTASK closed by the user who don't have access to SCTASK
Hi Community, I noticed an issue with one of the SC tasks. The task was correctly assigned to a user from the appropriate assignment group. However, another user (User Y) changed the task state from Open to Closed Complete.To investigate, I impersona...
Is two-way synchronization between two catalog variables technically supported inside Service Portal
Is two-way synchronization between two catalog variables technically supported inside Service Portal.I have two catalog variables inside a variable set:euid (text)associate_name_common (reference to sys_user)Both fields need to stay synchronized:When...
Resolved! ServiceNow Workflow
Hi, I have a workflow Workflow A which is being used by a cat item. I have created an another workflow Workflow B which is basically a subflow for Workflow A. The requirement is if the user's company is XYZ then the subflow(workflow B) should trigger...
Prioritizing MI Notifications
Dear Community,Need suggestions and recommendations on how to prioritize a specific sub-type of incident notifications ( Major Incident comms ). The event queue sometimes get flooded owing to spike in Event management sources resulting in backlogs w...
Resolved! Request State and state should be in Sync
I want my request state field values and state field values to be in sync . Like we have for incident for incident sync we have a business rule oob "Copy State to Incident State".I have same values as state choices present in request state field as w...
Variables in the notification by Script include
Hello, I'm trying to create notifications using the include script that send all the variables from the request or incident to the requester. In other words, every time a request is created, an email is sent to the responsible party with all the vari...
Is two-way synchronization between two catalog variables technically supported inside Service Portal
Is two-way synchronization between two catalog variables technically supported inside Service Portal.I have two catalog variables inside a variable set:euid (text)associate_name_common (reference to sys_user)Both fields need to stay synchronized:When...
Redirect upon login to Workspace
Hi All,We have a custom workspace, now whenever a user who has custom role(x) ,should redirect directly to this workspace.How we can achieve this. Thanks in Advance
Not able to add 'Agent Assist' on SCTASK record Contextual Side Bar on SOW view
I want to add 'Agent Assist' on SCTASK record Contextual Side Bar on SOW view (similar to Incident where attachment, templates are available). I've followed the below steps but still I'm not able to add 'Agent Assist' on SCTASK record Contextual Side...
Not able to see default value in multiline text
im merging multiple catalog into a single catalog form but im not able to see default value for multiline text.same im able to see for main catalog but not for merging one. Any suggestion will be helpful.Thanks.Ram Kumar.