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Create report by combining 2 reports

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...

Manthan by Tera Contributor
  • 1052 Views
  • 3 replies
  • 0 helpfuls

Resolved! Exclude a user from LDAP sync

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

Resolved! Record Producer and Catalog UI Policies

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...

How to fetch a substring from a string from an email body

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...

Sandeep109 by Mega Contributor
  • 1343 Views
  • 7 replies
  • 0 helpfuls

Stop SLA timer

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 ...

Ashish Raj by Kilo Contributor
  • 3019 Views
  • 6 replies
  • 0 helpfuls

Resolved! Copy Additional Comments from Request to RITM

Can anyone provide some insight on the proper script for the Business Rule that will allow Additional Comments created on the Request to automatically copy to the RITM? I tried using the following with no luck. Create an after business rule on sc_req...

TStark by Kilo Sage
  • 1286 Views
  • 17 replies
  • 0 helpfuls

Before Query Business Rule Incident

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...

Cobee by Tera Expert
  • 987 Views
  • 4 replies
  • 3 helpfuls

Unable to see variables in the Catalog Task

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 ...

Nilanjan1 by Mega Sage
  • 919 Views
  • 6 replies
  • 3 helpfuls

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?  

Blue by Tera Contributor
  • 640 Views
  • 1 replies
  • 0 helpfuls

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...

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