how to take the csat survey for incident and SR
how we can take the csat survey for incident and SR
Forum Posts
Special characters not allowed and length of characters in single line text varaible
Hi, I have a requirement have a single line text variable. In that variable the length should be minimum 15 characters and maximum 30 characters and it should not allow special characters. Can anyone help me how to achieve this in single line text fi...
Resolved! How to concatenate two catalog variables value to new variable which is hidden in the catalog form, and display that hidden catalog variable in RITM form
How to concatenate two catalog variables value to new variable which is hidden in the catalog form, and display that hidden catalog variable in RITM form I need to concatenate "International dailling code" and "Landline Number" into "Landline" Var...
Resolved! Exclude user from group approval
I am trying to create a way for an incident to be reviewed by a peer on the team before it can be resolved. I went with the out of the box group approval, but the issue is that the person requesting the approval (the person assigned to work the ticke...
Custom "SLA Duration Type"
Hi Community, I had a tricky SLA Requirement I have not been able to figure out and hoping others might have insights. Two tricky requirements 1. End of Business Day, for example P5 has 10 days, breaching at end of 10th business day. The SLA Defini...
Resolved! Is it necessary to pass current object while calling script include from UI action condition?
I am calling script include from UI action what will happen if i doesn't pass current object?
How to Create report for KB usage
How to Create report for KB usage. Need to display the information on KB published and other stages report.
Can Non employee / external users access ITSM service portal ?
Can Non employee / external users access ITSM service portal ? if Yes, what is required to enable this? Thanks!
MCQ's
1. What do service catalog variables provide? (variables are like questions in catalog requests) a. Options to tailor a catalog item to the customer needs. b. Definitions of available item options using questions choices. c. variab...
Resolved! Roles Cyclicity error
Hi All, I am trying to relate Change_manager role under ITIL but I am receiving an error says "Error Message : Aborting the operation due to the roles cyclicity!" Please help me in relating these two roles
Passing variable value to script includes in a reference qualifier
Hi All, I have a rather complex form that uses a couple of variable sets as well on form variables. What I'm trying to do is pass the value from a variable in variable to the reference qualifier of the second variable set. To put it in context I'm t...
sys_popup view not displaying all the fields
Hi, I have "sys_popup" view enabled on my incident table. However, I'm not able to see all the fields(in popupview) when i try to view the incident data from a custom field that i created on one of my application. Below is my business scenario: I hav...
Resolved! How to pass data from HTML to server script or HTML to Client script in service portal?
I have to pass data from server to HTML or vice versa how would i achieve that?
Resolved! Best practices for Update Sets
Hi Fellow Experts I’ve recently got ADMIN access to DEV / UAT / PROD instance of ServiceNow (NewYork) – I’ve started to do a lot of Update Set configurations from DEV through to PROD instance and I’ve come to understand that Committing an US doesn’t ...
MTTR Calculation | Major Incidents
Our Organization has the bespoke need to be able to alter the Major Incident MTTR to depict actual outage time up to minutes. The conventional method of recording the duration (Resolve time- start time) does not suit the requirement. We have done a...
