On hold duration measurement
Need to add a field "onhold duration" to the incident form, this field should capture all the durations when the incident kept on hold. Please suggest how to proceed with this requirement.
Forum Posts
Need help on how to add columns to "My Work" when the "tasks" are not on the list to pick from
Our service desk uses "My Work" to manage their incidents and requests. They need to add two columns to the “Tasks” view for “My Work” (see attached screen shot). Can this be done? and if so how? “Affected user” (u_affected_user) (field) from the I...
Resolved! UI Policy Not Working on Existing Records
I have a UI Policy that based on the selection of field a (Caused by Third Party) should show and make mandatory field b (u_third_party_name) within a problem record. This seems to work fine if it is a new record, but doesn't work at all on existing ...
Resolved! When I click on KB article title, Image gets downloaded.
Hi All, When I click on KB article title, Image gets downloaded. Where can I make the change so that the article opens when its clicked. Please help!
send survey after one day of incident is resolved
I have requirement where i have to sent the survey after 1 day of its resolved time for incident. Do we need to write scheduled job if yes then how can we trigger the survey from schedule job if no then what is the other option. Can anyone help me
Resolved! To make attachment mandatory on Native View of catalog item.
To make attachment mandatory on Native View of catalog item. Got a related post for the same , It suggest for DOM manipulation . Can somebody please tell if using DOM manipulation will not impact anything later ? @Ankur Bawiskar Can you please advis...
What does the property glide.ts.max_wildcard_expansion actually do? Increasing/decreasing the property values does what to the search?
Hi, I always get confused with this property glide.ts.max_wildcard_expansion and what it does?Can someone please explain it?Any help will be appreciated. Thanks and Regards, Vasu
Resolved! Adding Additional fields / workflow to Assessment (Survey) records
Situation: I have created Customer Satisfaction Surveys, One for Incident & one for request. For each response record (AINST) I would like to enable additional workflow steps, add fields, and flows. I've tried to add a 'Follow Up' section and 'Exclud...
Resolved! How to populate Requestor Details in variables of MRVS?
Hi All, Hope everyone is doing good. I am working on a catalog form with Variables, Name (reference to User table), Department, Work Location, Telephone, Email. When value changes in Name variable, all the other variables get populated automatically ...
What role is required to view the visual task board (user has board member access)
User has board member access but still getting below error when trying to open the board (board is visible but getting error while trying to access it). Board has been created for Ticket table. Also, please suggest 1.Any role if user should able to c...
Resolved! MTTD Calculation (Time taken from Incident creation till the assigning to the resolver group)
Hi All, The requirement is to calculate the duration between Incident Creation time to Resolver Group Assignment time. Could you please assist how to do this. We need to create a metric for each incident. Eg: Inc000001 Created and Assigned to SD -> ...
Email notification not working on approval table
Hi, I have a requirement to trigger a notification once the approver approves the approval request on the RITM(sc_req_item) table. I am triggering an event from the workflow. I need the notification to be received by all the approvers and the request...
Resolved! How to change the description text color in service now portal.
In ServiceNow Portal I need to change the description text color. In what way i need to change to another color? Under Request there is a incident number (which is highlighted in yellow) that text color should be change to another color. Please tell...
Resolved! Business Rule to change state based on user role
Hello, All! I just upgraded to San Diego and a few of my business rules started going wonky. I'm trying to fix this one for my INCs, but I can't seem to do it. I have a role (ASDM) that I put in just for one group so I can call it here due to a bu...
Resolved! Create change task when change request is created(Not more than one change task for change request), and in case exiting change request is updated respected change task should get updated.
I have only tried this, (function executeRule(current, previous /*null when async*/ ) { var gr = new GlideRecord("change_task"); gr.initialize(); gr.change_request = current.sys_id; gr.insert(); gs.addInfoMessage(gr.number+"",'Change task has been c...
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