Question regarding editing of 'change request values' after a standard change proposal has been requested.... The current process: User fills out a standard change proposal, then clicks on the 'Request Approval' button.The standard change proposa...
Hi, Has anyone managed to work out a way of making record lists automatically refresh? Our service Desk are asking for this functionality, although currently the only way I'm aware of being able to do it is using a Homepage / Gauge and setting the a...
We have a user, a single for now, who lost visibility to the Work Notes field in a Service Catalog Task (SCTASK) after upgrade to Kingston. He was not part of the test team who tested in DEV/TEST, so he just figured this out in PRD. I could reproduce...
Looking to perform some analytics on SLA breaches and was wondering if there is out of the box functionality or field for fulfillers to indicate SLA breach reason each time a breach occurs. Right now our solution is to create a field on each form.
On Kingston, there is a new ACL and a new Client Script preventing a change request from being changed from Standard to Normal, or Emergency if the Change state is not New. That makes sense for me, but is not the way we work and our Change Mgr wants ...
is there any substitute of getFields in scoped application as it is giving error. Please specify the use . Can getFields can be used in Script Include (Scoped App) .
I have two date/time fields, callback start date and end date. End date is populated with 2 hours after the start time. When more than 5 incidents with same start date and end date are submitted, it should thrown an alert saying that there are alread...
I thought once an Incident was Closed it was marked as read only. My folks are able to re-open a ticket that has been closed for 4 months. I want it set that once an incident is Closed it cannot be reopened except by admin.
We recently rolled out ServiceNow and it's been fine so far but one of the issues we're dealing with is how to work incidents from external contacts who are not in the system. Anyone not in the system gets put under the Guest account and it makes not...
what is the need of retroactive pause in SLA when the pause condition are already given. what is the difference between both pause condition and retroactive pause.
We have a custom date field where we do not want anyone to specify a date at the end of the month - day 29, 30, and 31. I tried a business rule and an "on change" client script, but i guess my coding wasn't good enough. Can anyone help? Thanks! Tyl...
Hello, Most of our incidents are opened using SolarWinds integration. We are assigning CI to each Incident and we want to auto-populate CIs Company and Contract fields in the Incident form. I am thinking about Business rule but is it the best way to ...
New to SLA. How can I configure SLA warning notifications for a certain percentage 60, 80 etc? Please help, new to this module.
What is the best way to describe the difference between a Standard Service request and a Generic request that lives in the incident module? thank you
Hi Folks,I have noticed that when you put fields in between check boxes and hide them using a policy it does not render the same look as compared to check boxes without fields in between them.The image below have fields inserted in between each check...
