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Resolved! Need Help with New Assignment Rule for Record Producer

Hello,I'm trying to set up an assignment rule for my "Create Incident" record producer, but I'm not sure how I can add a variable to the condition. I can't find an option to dot walk there so I've temporarily added keywords are wateridge, but that's ...

Kim5 by Tera Contributor
  • 2889 Views
  • 15 replies
  • 4 helpfuls

Resolved! Can I move changes from one update set to another?

I forgot to change my update set and I made changes under a different update set that already included changes from another enhancement I was working on. Is it possible to move those changes to the correct update set?

How the canView() function in sn_sc catalog API is evaluated?

Hi, We are trying to understand how the canView() function in sn_sc catalog API is evaluated? When we try to use the below function it always returns false, we don't have any user criteria or role associated with catalogs. on what basis the canView()...

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rajeshnvrk by Tera Contributor
  • 1948 Views
  • 2 replies
  • 0 helpfuls

Resolved! How to create read only ACL for custom table?

Hello!How to create read only ACL for custom table? This worked in the dev, but not the test instance.To be specific:A catalog request uses a variable that references this table.The catalog request is open to any SN user that can log in.All values in...

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evogel by Tera Contributor
  • 6158 Views
  • 9 replies
  • 6 helpfuls

Integrating NewRelic with Servicenow Incident Management

Has anyone Integrated NewRelic with Servicenow to create Incidents in Servicenow? A two-way integration. I could find a way to integrate NewRelic with Event Management application but our requirement is to create Incidents in snow when an Incident is...

Community Alums by Community Alums  
  • 2596 Views
  • 9 replies
  • 1 helpfuls

Resolved! Is there a way to merge Incidents?

My client often gets multiple reports of the same Incident through phone, email, chat etc. Does anyone know of a way to easily merge the information from one Incident to another (for instance the client is looking for a simple solution like: Field "M...

blevin7000 by Kilo Contributor
  • 17056 Views
  • 6 replies
  • 6 helpfuls

awa agent capacity

Hi, We configured the following: 1. a service channel incident (default capacity on 3) 2. queue for incidents 3. assignment rule (greatest capacity no reject or timeout)   We have the following situation: only 1 agent is available doing his work and ...

Elwin by Tera Contributor
  • 1199 Views
  • 1 replies
  • 2 helpfuls

Post implementation Review - High risk Change

Hello, everyone,I'm doing the ITSM simulator. Can someone help me with this task? Can you give me the list of actions to complete the task? Thank you! As a change manager, I want to add a new change task called: 'Post implementation review' to all hi...

gianluca5 by Giga Contributor
  • 5126 Views
  • 4 replies
  • 8 helpfuls

Why its showing "After committing this update set, ensure you map any unmapped custom tables to a subscription so that you can track your entitlements accurately in Subscription Management." afte commited the update set

We are moving a update set into prod successfully its preview successfully then after we had warning message like "Why its showing "After committing this update set, ensure you map any unmapped custom tables to a subscription so that you can track yo...

Hari nadh by Tera Guru
  • 2959 Views
  • 5 replies
  • 1 helpfuls