End users cannot add additional comments to RITM in the Service Portal like they can to an Incident ticket. Anyone know how to fix this? I confirmed this is working from end users via the Self Service view through the Service Catalog. I also confirme...
There is documentation that indicates (in Calgary and above) we can change a reference key for a reference column, as noted here:Defining the Reference KeyBy default, reference fields store the sys_id of the record in the database. By defining a refe...
In the incident form activity log, the default filter is "all". I'm able to update that filter by checking and unchecking selections. However, I'd like all users to default to only show "Additional comments", and have all other selections (i.e. "open...
Hi Team, how to populate the current catalog variable values to RITM description below variables and variable set fields. i have 3 variables and one variable set (variable set have 2 fields). variables 1. account 2. year 3.quarter variable set 4. ...
Hi, I have an assignment rule for the incident table and a Record Producer to create Service Desk incidents. The idea is that if a custom variable value (current.variables.normal_user_yesno) in my Record Producer is "Yes" then to assign a group in th...
Hi, I am working on GlideRecord method addNotNullQuery() and I am facing the issue. I believe I am getting wrong output. Kindly help. var gr = new GlideRecord("incident"); var shortDesc = gr.addNotNullQuery('short_description'); gr.query(); while(gr....
We have a user who is unable to sign into ServiceNow app on a mobile device. Any troubleshooting assistance will be appreciated. See details below. Instance - LondonMobile Device - iPhoneUser is able to access the Desktop version via websiteUser is...
Hey, I am trying to hide the kb_author as a search source for the faceted widget that is on the sp_search page. I found a doc "Disable facets for a search source" and i tried to add in kb_author sys ID as the value but the widget is still allowing a ...
In the users form there is the OOB groups related list. While clicking on the Edit button it opens the slushbucket to select the groups to which users has to be added.I have written a script include to limit the groups that would be listed and mentio...
Hi all, How to create csat report for incidents ?
Hello all, in the following script: function testing { var sysIDkey = []; var GRfilter = new GlideRecord('incident'); GRfilter.addEncodedQuery('category='hardware'); GRfilter.query(); while (GRfilter.next()) { sysIDk...
Hello All We are facing an issue, that same workflow is getting attached for an RITM, which is creating a duplicate tasks under the RITM. As per the design for one request two RITM's will be created and for RITM 1 and for RITM 2 workflow should trigg...
Hello, I'm trying to create a workflow if condition to check if the requested_for.manager field is empty. I used the following script, but it's not working: answer = ifScript(); function ifScript() { if (current.requested_for.mana...
In a table I had a field "Due Date" now suppose -> When due is approaching in 30 days I need to trigger a notification... -> and when due date is approaching in 15 days again need to trigger a notification.. Is it possible...
Hello, We need to send a report on demand to its requestor. The idea is to have a catalog item requesting a specific report. Once the request is submitted we can use the dedicated schedule job created for that report and run:SncTriggerSynchronizer.e...
