Hello everyone, I am trying to pass a date and time value on a glide record for incident table to get incidents that are created after particular time. Here is the code that I have been trying, var timeDuration; timeDuration = request.queryParams.dur...
Dear Community, I, as Incident Manager, am struggling with the following; we are handling approx 130 000 incidents per year, within IT organization consisting of Service Desk = 1st level, then 2nd, and 3rd with a lot teams per/and based on a subjec...
please provide the solution
How would I create a new configuration item (CI) from an existing asset record? ServiceNow provides the option to create an asset from an existing CI record but not the other way around.
I have a record producer script that is supposed to create a parent task in table TASKA, and children tasks in table TASKB. The process is working as expected, except the child tasks are not properly related to the parent task. Meaning if I go into...
Hello, We had to do a tweak in the OOTB Script Include. To do this we've duplicated(by keeping the same name) the OOTB script include and modified it to satisfy our need then deactivated the OOTB Script Include. I've few question around duplicating t...
We have manager approvals workflow setup in Service Requests, and currently most of the managers approving/rejecting requests via email notification links. Now in order to improve the user experience we are planning to use approval widget available i...
I've found a lot of posts around making use of the group fields on the Configuration Item [cmdb_ci] table, and I'm also aware that you can create an infinite number of relationships between CIs and Groups.However, I can't find a recommendation behind...
Hi everybody, I am trying to make a report from two or three tables. So I did a "database view", the thing is that the field I want to map with another is a "Document ID". I want to make a database view from "incident" table and "sys_email" table to...
Had the below email from a user who is part of one of our resolver groups. They want to understand how they can update an existing ticket via email. I want to send out some documentation from outlook to a specific incident that exists in service now....
Hi Everyone, I’m using the London DEV personal instance and I’m trying to change the redirect page currently displayed after submitting a ticket. If you navigate to the service catalog select “Packaging and Shipping”, Click “Order Now”, you arrive to...
Hi, I want to specify test cases for incident process in Test Management Application. I'm a developer and new in writing the test cases. Would be appreciated providing any format of writing the test cases in Test Management Application.
Actually my requirement if a provider send a new email with existing incident number, its updating the existing incident. am tried in different ways am not able to do,it creating a new incident IT is possible? with a new email subject contains exist...
I am wanting to add the knowledge role to a user, but without itil and other roles that go with it. How do I add the knowledge role without the other 8 additional roles being added to it.
