Dear Servicenow Experts,We have an issue here in were, ticket are not visible for the on behalf users (without itil role) in servicenow self service portal.Scenario: If a local IT (which has ITIL role) will raise a ticket in self service portal(servi...
What's the difference between "Problem state" and "State" in Problem Management? Both have the same values, but I don't know what's the difference between the two. I'd like to create a workflow based on the state of a problem, but I'm not sure if I s...
Hi, My requirement is to add some users into the watchlist on Incident when one of the custom fields on the form changes. So, I thought of writing the on change client script but I don't know the syntax to add multiple users in a watch list. Any help...
We have a Catalog item for PC replacements and a Checklist template that should be used when deploying a replacement device. We would like for the checklist to auto populate when we open a PC replacement ticket instead of relying on staff remembering...
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...