We're currently looking for some best options to document the breach of an SLA for a given incident. For example, if an incident has breached SLA, we want to know the reason for the SLA BREACH before that incident could be closed. Does ServiceNow cur...
I've noticed that if sender's account is locked out or inactive, the emails they sent would be moved to the Junk mailbox. Is there any way to change the inbound email rule so even if the user's account is locked out or inactive, the emails they sent...
Hello All,We have a requirement to create a report (widget) for a dashboard where a client wants:1. Total number of Incidents by caller > department.2. Total number of Requested Items (RITM) by requested for > department. Example: Sam from Accounti...
Hi everyone, How can I exclude a user from updating from the LDAP sync? The client would like to force the user to use local login instead of the SSO. Please advise. Thanks
I have a record producer with a catalog UI policy that works great for 3 out the 4 business_services I have in a catalog condition. The one circled will work but displays both the application service and the business application. the other 3 only s...
Hi All, i actually need to retrieve a substring from a string and that too from a email body, and all this is related to inbound email actions where the email is triggered from a tool to our instance and from there i need to retrieve For example: I...
Hi Developers I need your help in one particular case . In my instance i have one SLA which is running even if the ticket is in cancelled state . To stop the SLA i wrote one background script to change the stage of the task_sla table record for ...
You can see at the bottom right, the stage is Request Approved (Approved ) .. which is actually auto approving ...How can I stop that. Please guide.
Hi, Can any explain what is the baseline? There are a number of scan findings with Checks for UI actions that differ from baseline.
Hello All, I'd like to see if someone can help. I have this script in an inbound email action. so when someone emails a company email address, an incident gets created. I'd like see if I can add code so that only files with the extension .pdf that ar...
Hello, I am looking to create a before business rule query that involves only snc_internal users. We have different departments that require access to incidents when a user from either department A or department B submits an incident with a specific...
Here I have created a report on incident using type as donut, and i want to show percentage of incidents by priority, if you see below, percentage is showing below the donut, i want to show it on the donut,
Hi all, Currently the RITM and Task priority is set to None. However, when a manager decides to select either a priority of 1,2,3 0r 4 on the RITM, the same priority has to be reflected on the Task. We have multiple catalog items therefore changing ...
Unable to see catalog variables for an ITIL user but visible for an admin user. It was working prior to upgrade of the ServiceNow instance to Rome. I have followed the following -- Removed all the variables from the slush bucket of the flow designer ...
What is best practice for support groups, should they be a set of teams or defined by application, so a support group per app? What are lessons learned in how to define what a group should be?
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