We are currently on Jakarta, considering an upgrade to Kingston What is the Best Practice from ServiceNow on handling an Outage. Definition: Outage An issue that prevents 25% of a department from functioning properly, or one that directly affects r...
Hi Community, There is a scenario in which it is required to apply an SLA on the catalog task table, to monitor the time taken by the fulfullment group(s) on the tasks. There are a number of catalog items for which this is is required, each having ...
I am creating a page that shows the out-of-box Form widget, which is supposed to show the conversation history (comments/work notes) of the task being displayed. My problem here is that the Form widget is not displaying the conversation history at al...
Hi, When an email is sent from Email client using [forward], [reply] and [reply all] UI actions on a ticket, The email does not appear into the activity log, But when we send email from using [Email icon] UI action on the ticket it shows email in the...
90% of the time our service desk assigns us a task and the other 10% of the time they assign us an incident. How can we combine the "tasks" and "incident" listings into one centralized listing/workspace. I've tried using the change layout feature...
Hi community. This is my first community post here, so please bear with me I have been trying to change the Business Rule on Calculate Display Name for alm_asset. The current value (default) is: current.asset_tag.changes() || current.model.changes()...
Hi We need to separate attachments on the incident-form, so that some attachments can be seen (and downloaded) by enduser on the service portal - this are the external attachment and other attachments are completly internal and can only be seen on th...
Hi All, I am not a Java dev and I just need some help on how to set a value to be the current logged in user if a checkbox is true Variable is requestor Default value is javascript:gs.getUserID() If checkbox "newuser" is false then I want to set re...
Greetings, The Ask: To be able to pull a report for an individual or assignment group that will show all active incidents for the assigned to or assignment group, and the total length of (calendar) time that the person or group has been assigned the...
Caller field on Incident is showing Inactive Users as-well. Which is the best way to fix this issue? We have identified 2 ways: 1. Changing directly at the Dictionary and add filter as Active is True 2. Changing at Business Rule user Query and adding...
Hi, is it possible to search a particular record from List of total records Usually what we do for particular record in Number Column search we will mention Record number so then it will displays record if that record was available in list , as th...
Hi All, Does anyone have implemented a solution for Change Management that they won't be able to move the change for approval unless they have completed the Risk Assessment (plugin is activated)? So it's like the change is submitted but once they cli...
I work for a huge corporation and my regional service desk received a ticket a month ago where the user is also working in SNOW , handling legal tickets. The legal team has changed their telephone number and they need this to reflect in the auto-gene...
I am setting up our On-Call rotations as well as configuring the notifications portion. How can I have more than one rotation per group? For example, I have a group with 5 members and need to have a different resource on call each day Monday - Friday...
I have the following requirement: In a catalog item, to have a field where I can select fields from a table associated with a variable. Let's assume there will be two fields - one in which i select the variable (one of the variables of the item - al...
