Resolved! html editor tool missing some options on knolwedge article
Hi ALl, we have a situation where in the HTML tool editor options on the knowledge article have gone missing and are not consistent. Kindly take a look at it below :
Forum Posts
SLA - clock pause conditions - what are the industry standards
Hello Folks, As of now our SLA clock pauses only on Hold Awaiting Caller, Awaiting Client Availality and pauses on Resolved state. I would like to know what is the industry standards that they practice for pausing the clock. Often times tickets brea...
creating Request and Tasks from Scheduled Job
I used this script to generate request and its respective task from Scheduled Job var cartId = GlideGuid.generate(null);var cart = new Cart(cartId); //give sys_id of catalog itemvar item = cart.addItem('016a8e91872d0110d0d4ca27cebb35b2', 1);cart.setV...
Resolved! Office 365 Mailbox Setup
Hello all, I am trying to set up an email account (SMTP/POP3) for sending and receiving notifications. I have successfully setup the SMTP account using smtp.office365.com and the account credentials. However, I am running into issues setting up the...
Update the work notes if the variable changes in SCTASK
If change the “request type” on the ticket, it should automatically update the work notes of SCTASK to “request type has been changed”. Please help me with the Business rule
Template Applied with 1 conflict - Assigned to
I have a user who has create a template which sets, amongst other things, the Assignment group and Assigned to fields on a new incident record. However when applying the template they get an error message Template Applied with 1 conflict Unable...
Resolved! Purpose of Cost Center data(cmn_cost_center) in servicenow and where we are going to use this data?
Hi All, I have a requirement to store the data in this Cost Center table so, wanted to know the purpose of this Cost center records in the (cmn_cost_center) table? @Ankur Bawiskar Any idea on this Cost center records purpose and where we are going to...
Resolved! In ATF how can I prove that the following fields are present in a list view of a table
Hi, I have no understanding at all in ATF on how can I prove that the following fields are available in list view of a table. Number, Opened, Short Description, Caller, Affected User. As an ITIL user, I should be able to edit only Short Description Y...
Resolved! When I click on Flow Context in RITM it does not show the flow. Can someone please guide on what is the proper settings.
I have set the property to TRACE still it doesn't load the flow and keeps showing the message - Flow reports not available. Check system property com.snc.process_flow.reporting.levelOpen Context Record PFA images for details.
Resolved! Auto create incident task when incident state is resolved
Hi I have a requirement : I need to Auto create incident task when the Major incident feild is Checked and incident state is changed to resolved. For this i have created one business rule conditions : AFTER - Update Major incident is true state c...
How to provide a name on requests in Service Portal
I am in need of a way to allow our users to provide a name for their cart when they are checking out. Currently when the 'My Requests' list is viewed it is impossible to determine the details of the request by looking at the list alone. Each item nee...
How to hide related list from sys_popup view in ServicePortal ?
Reference Icons on Service Portal forms are taking default view.I removed related list from Service Portal and Self service view.Then also forms have Related links.
How can we open live agent chat directly from a button click on service portal
We have a button in service portal, onclick of which we want live agent chat to open in the VA popup. FYI, We are using advanced work assignment. Ant suggested approach for this will be really helpful.
Resolved! Mask 16 digit credit card but not 20 digit numbers
Hi All - We have a change in requirement where we want to mask 16 digit credit card information in inbound email body but not 20 digit numbers as they are not credit card. I've below script that works perfectly but it masks any number over 12 digits ...
I want to enable incident auto resolution virtual agent
I want to enable incident auto resolution virtual agent But getting error while saving it. Please let know how to enable this.
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