Forum Posts
Defaulting Values on Change Model
I am attempting to default the category and subcategory on specific change models. The issue I run into is that they are set to read only when I do. I simply need to default them and not set for the duration. What I have tried:1. The record preset me...
Resolved! Time zone and Date format is not reflecting on user records even though we updated the properties
We have updated date format to dd-MM-yyyy on glide.sys.date_format property and updated timezone to Europe/Brussels on glide.sys.default.tz properties. But both timezone and Date format are not reflecting on user recordscould anyone help me why it's ...
How to log production 'troubleshooting' changes within ITSM change management
Looking for best practices when logging a change record for production 'trouble shooting' when a lower environment is not available for testing.
Handling New Incident Creation from Survey or Resolved Notification
Hello Everyone,I'm working on a requirement where, after an agent closes a ticket and a survey or resolved notification is triggered, the end user may not be satisfied with the resolution or might still need assistance. In such cases, they should hav...
Dynamic Incident Creation via ESC Portal Redirection from Survey Widget – Create Incident
Hello Everyone ,What I’m trying to achieve:I want to allow end users to create a new incident directly from the survey widget (a button embedded on the survey form). Especially when they are not satisfied with the resolution of a previously closed in...
Resolved! How to trigger CSAT survey when an IMS record get Closed in Agent Workspace using Flow designer?
Good afternoon.How can we trigger CSAT survey when an IMS record gets Closed in Agent Workspace using Flow designer?Please provide steps.
Resolved! close incident in email
hi. when user login to employee center, they can view request and have this action button.is it achievable to have this "link" in email where user can click "reopen/close" but it the action will be done at the back end without user having to login to...
Will KB article link with KB number always route to latest version in announcement?
Hi,I have a scenario where I’ve created an announcement in the Service portal in the Dev environment. In this announcement, I’ve added a link to a KB article using the KB number format like:For example:Spoilersp?id-kb_article_view&sysparm_article=KB0...
Integration methods for Servicenow Confluence integration
Hi all,Can anyone suggest what are the Integration methods for Servicenow Confluence integration?Paid or free, 3rd party tools, integrationhub or REST API any method and also suggest which is best?Thank you.
On-call scheduling escalation to roster via email
Hi, I'm new to on-call scheduling and I have set up an on-call calendar, roaster and escalation path (Primary and secondary contact) If an incident is created and assigned to MyGroup, I want the Primary person on-call to receive an email and if the ...
Need Information and Documentation on Standard Change in Change Management
Hi,I’m looking for detailed information and official documentation regarding Standard Change in Change Management within ServiceNow. I would like to better understand its configuration, approval process, and how it differs from other change types lik...
Widget Customization
Hi all, Can someone please suggest, it is possible to add 'info icon' to a widget. as shown in 1st screenshot. I want to display it Request Form Owner/ Request Form delegate section(refer 2nd screenshot).1st Screenshot :2nd screenshot :TIA
Automate the process to create a new Distribution List.
Hi Folks, I have a requirements to Create Distribution list based on below Steps-Automate the process to create a new DL. Get DL name, DL email address, DL owner's details Add text: Please select the owners of the group. It is recommended that you...
