What is best practice and definition of Support Group?
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?
Forum Posts
Resolved! Flow Designer: search for incidents that has attachments
Dear Community.We have a requirement to delete attachments for incidents of a certain subcategory which are older than 6 months. This is about data protection and personal data....I have built a flow in Flow Designer (thanks to Chuck for the great tu...
Create Ticket with the help of email
Hi All, Hope all good. I've enabled the functionality as create a ticket via email. It's working as expected. When non account holder email send an email I should reply as you are not a valid user to update the ticket. I followed below steps but I te...
When a user is subscribed to a Knowledge article/base and the user criteria changes, do they still receive notifications?
Hi everyone, When a user subscribes to a Knowledge Base or Knowledge article to receive email notifications, what happens if the user criteria on the base or article changes and the subscribed user no longer has access? Will they remain subscribed an...
Resolved! Changing Field Style for Problem Tasks if due date is passed
I'm trying to change the font color of the due dates in the list view of PTASKS if the due date is past, but no matter what I try it doesn't seem to work. Here's what I have now: Table: Problem Task [problem_task] Field Name: Due date Value: javascri...
User preferences meaning
can anyone explain what is the use of user preferences under the user administration module
Service Catalog review process
I am trying to bring in a process so that Catalog owners can review the catalog items annually. I am struggling to figure out what would be the best action items which they can review annually. I have few in mind mentioned below. 1) No of catalog ...
How to capture the changes of a field in Activites ?
Hi All, I need to capture one field value in Activities section if it is changes. And I checked-in the field check box in Filter activity. Still it is not showing, if it is updated. Any suggestions?
How to set a view as default for all users
I have created an new view for the Change form and would like it to be the default view for all ITIL users. How would I achieve this?Thank you
Resolved! How to set pre-defined "Quantity" in a Catalog item through script?
How to set quantity as "2" for a particular catalog item. g_form.setValue("quantity",2) = this is not working
Resolved! Show contents of uploaded file in Portal before submitting the form?
Heya! I have a record producer which allows users to load up an Excel file to import Users to ServiceNow. That's all working fine. However, would it be possible to showcase the contents of the Excel file in the Record Producer page, before submitting...
How to trigger approvals to certain groups based on conditions after Change Manager approval for Change Request
Hello ServiceNow community, hope all is well! I have a requirement relating to Change Management where I have to trigger an approval to two groups sequentially 1) The first group (Technical advisors) needs to approve after the Change Manager approves...
REST Integration troubleshooting
Hi All, 3rd party tool have a button in their tool to retrieve the incidents from ServiceNow. that team hits it using login id "abc" ( Note : user "abc" has rest role in ServiceNow ) Now , They want logs from ServiceNow like what happened when they...
Service Design Package (SDP) - Anyone use the preconfigured knowledge category for this?
I've been evaluating Service Portfolio Management in New York, and am really liking what I'm seeing. I manage the creation of Service Design Packages (SDPs) for all the services in my company's internal facing Service Catalog, and I can totally see ...
Resolved! Strip string field of all non-numeric characters in script include
I am making a GlideAjax call to check the phone_number on our locations table and ensure that the requestor is not entering any of those number in a field on a catalog item. I had it working if the requestor only enters numeric characters but I need ...
