Pause Duration in SLA
Hi Community, How pause duration is calculated in task_sla ?I checked all scripts and workflow but not getting how that is calculated and when(on what conditions) it is calculated.? Thanks, Pihu
Forum Posts
Resolved! SCTASK Variables editable by only 1 group OR only while Task is open
We have a catalog item where the first SCTASK assigned needs to have 3 fields editable (the rest of ours default to read only). When the task is closed (Or for anyone not in the 1st SCTASK assignment group) those fields should no longer be editable....
Resolved! How to get values from variable set in Business rule?
Variable set type is Multi-Row Variable Set with below three Variables: Application: type Look up Select Box. Application Role: type Look up Select Box. Application Scope: type Single Line Text. (function executeRule(current, previous /*null when as...
Update ticket based on Email description
Hi All, We currently get service status update email from a vendor when their service is down, and another email when service is back up. The vendor email provides a ticket number (from their own system) in the emails subject, and when the service is...
How to customize or disable HTML Sanitizer on HTML fields when viewing on the "form" page within the service portal?
I want to have an HTML field at the top of my form. I also what that field to show on the Service Portal when a user click the link on a simple list and that simple list uses the page "form" to load the record. I was able to modify the script includ...
Resolved! unable to delete csm custom tables , restricting business rule unable to deactivate
Hi All, I was trying to delete csm custom tables getting below error and i unable to active false that BR. kindly suggesst var gr = new GlideRecord('sys_db_object');gr.addQuery('sys_id','0a9b23c5db48ec90765427360596196d');gr.query(); if(gr.next()) { ...
Changing a field from True/False to String - is it possible?
Hi, We created a custom field in the table [rm_release] to allow us to capture information for our teams, however, now the business would like to amend this field type from type = True/False to a String with Choices (yes/no) and make the field Manda...
Resolved! When the state is "On Hold" and the "On Hold Reason" is "Awaiting Caller", the incident state will automatically change to "In Progress" once the caller user makes a change to the incident.
Hello, right now when I have an incident at "On hold' state (Awaiting for Caller), and the caller makes a comment on the ticket conversation, the incident remains at "On hold" state. How can I change the incident state to "In progress", once the user...
Resolved! how to create scheduled reports for quarterly & yearly ?
hi can anyone help me to create scheduled script for quarterly and yearly on last day of the month
Add state Assess to Emergency Change Type
Hi There, I want to add the choice Assess to state of emergency change type and want it to work exactly like that of Normal change type. Any leads? Thanks Twinkle
Resolved! How can we use icon link widget to redirect to different pages when user clicks on the widget based on his role in service portal?
Hi Everyone, Hope everything is going good. I have two icon link widgets, "create new incident" and "Create new Custom table record" and each redirects to different pages in service now instance. For example, Widget A directs to Create new Incident r...
Resolved! Adding attachment button to service catalog request
I have created a service catalog item which requires documents to be attached to the request before the request can be submitted. The team working with this request does not like the paperclip icon and they would like a "button" but in the middle of ...
Resolved! How to send an email notification to incident affected users when a Problem is closed?
Hello experts, Please I need your help, I need to create a notification to be sent to affected users from incident records related to a Problem record once it is closed. What I have seen in other questions related is the following: 1. Create an event...
Resolved! Work Notes List
Does anyone know what the intended purpose is for the work notes list on the incident form? It seems that this might be used for email notifications to listed users, as in, send an alert to the work notes list when a work note is posted. However, ...
Scripted Metric
Hello , I need to prepare a scripted metric for SC_task which says 1. The timer should work when the state is new or work in progress & if the state is updated to pending manually 2. The timer should not start when the state = 'pending" updated by ...
