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.
We are creating a Custom Application for our Purchasing department so that they can track their Order details. In order to achieve the requirement we have created few tables and accordingly created Applications and Modules in left navigation bar and ...
Hi We had a requirement to update a custom field in the location table: cmn_location. The import set was a basic match of sys_id and the custom field. When I ran the import set, I selected coalesce on the sys_id. The import ran without error. But wh...
Hi all ,I am using out of the box 'sp header menu' on my service portal. Here I would like to hide 'Live chat' option for french users (can get language from user form). 'Live chart' option should be visible only to the English users. Is there any wa...
Most of our assignment groups use a weekly rotation and rotate at 0800 Central Time on Monday mornings. However, we have one group that wants to rotate their on-call rotations every 2 days. We found in the Primary Roster that we can choose to rotat...
We would like to add a filter to the "Request For" widget in the Service Catalog, but I can't for the life of me find where it is defined or how to make this update. Could some kind soul point me in the right direction?
