So, we've noticed an issue where, when creating an incident, if the state field is changed before the form is submitted/saved, the SLA timer doesn't actually start. Meaning we have had P2's technically breach the SLA, but reporting shows that it's ac...
Hi There, What is the difference between the "parent" field in core_company vs. company_account for the same company? Thank you!Anna Tchoudnovska Product Owner at IT Glue
How Business elapsed time and Business elapsed percentage are calculated for the Task SLA? We currently have 4 notifications send at 25%, 50%, 95% and 105% of the SLA Duration, but after the 105% time passed, the Business elapsed time and percentage...
Hi, I would like to create a report where I can find all Requested items that are Closed (Closed complete) but the associated Catalog Tasks are still open. How can I create a report for this in ServiceNow? Thank you, Preet
I'm using a list collector in a catalog item. I need to check if the left bucket is empty on change, if so, enable a second field. I wrote a script that tries to get the left bucket using "gel", but when I run it in the ITIL view, it throws a JavaScr...
Hi, function onChange(control, oldValue, newValue, isLoading) { if (isLoading || newValue == '') { return; } var seldate=g_form.getValue('date'); var objdate=new Date(seldate); var selday=objdate.getDay(); alert(selday); if(selday==0||selday==6) { al...
Hi, I have to create one field which is attachment type in mobile application and need to attach file in field and need to show that attachment in the respective field in agent view. I created action action item to create record and i have taken ite...
Hi All,Is there any way to hide this conform box while user attach a doc in service portal. Created Encryption Context and with that created a role and given to a user. Using the same user i want to attach a document in service portal. User is having...
Hi, some one please suggest me how to get Hours only from new GlideDateTime()).getLocalTime(). all client systems are running in PST zone.
Hello,I'm trying to set a workflow to get the value of a requested item variable.I tried to get these information using the GlideRecord sc_item_option_mtom but the request sys_id never match the the request_item .Do you have an idea why ?Thanks in ad...
I need to create Scheduled Jobs following a script we created that initiates a Catalog Item, and the Scheduled Job needs to run daily and exclude weekends but I don't see how to select Daily excluding weekends. Any suggestions/direction would be appr...
Hello, I have a catalog item where I have created a reference variable called "Requested by". If this field is the same user that the approval is going to I want the approval skipped. How do I accomplish this? Thank you in advance! Joe
Hi All, I am trying to ITIL role from user who hasn't been logged in for 30days. But the thing here is user has got this role inherited from the ITIL group. So I need to remove only role, but not want to remove him from group. Is it possible? Thanks
Ok, I really thought this would be simple. I've setup our service catalog. I've added the categories I want seen. But why can't I add icons to the category widgets on the service catalog page? Why is my only choice to "upload" new images? When I setu...
Hi, We are seeing some unnecessary debug logs in Service Now production environment. I would like to disable them. Is there any property which we can use to disable them Thanks, vimal
