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Resolved! Propose Major Incident UI Page Client Script

Good Day,  We enabled ServiceNow's major incident plugin and notice that the "Propose Major Incident" functionality brings up a pop-up to update the Business Impact and Work Notes. We have changed this to instead display the Incident Impact and Urgen...

Email Threading outlook and gmail

Hey everyone,I've come across a problem where a user wants to create a ticket via email, and for all replies to that email via ServiceNow should be stored as a conversation in the email client, I was able to achieve this if we would use the same subj...

What is best practice for resolving duplicate ci's?

Hello ServiceNow Community!I need to create policies & procedures for reconciling duplicate CI's and need some guidance from what others are doing to handle this situations. We are utilizing the CMDB Health functionality within Geneva, but we do not ...

Teri Bobst by Mega Guru
  • 2395 Views
  • 3 replies
  • 6 helpfuls

Resolved! Cant post Work Notes

We built a number of new Service Requests, that create RITMs and SCTasks.  But for some reason we cant post 'Work Notes' on either the RITM or SCTask.  I have looked everywhere i can think of that might prevent being able to post.  I can type into th...

Gerard9 by Giga Contributor
  • 3458 Views
  • 15 replies
  • 8 helpfuls

Resolved! How to display the date that tickets closed.

I want to know the date that tickets closed. The picture is Problem tickets list of Reports function. I can display "Opened" but there is no "Closed" below. Now, I confirm that "State" is "Closed" and then check "Updated" to know when the tickets clo...

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ayano by Giga Guru
  • 2595 Views
  • 3 replies
  • 3 helpfuls

Resolved! Incidents created by particular group members.

Hi, I want all the Incidents which were created by each and every member of the group. i tried some script available on community but still facing issue to get all incident not getting accurate result   Thanks in advance

Amrita4 by Kilo Contributor
  • 1694 Views
  • 2 replies
  • 6 helpfuls

Resolved! MRVS is not working on Portal

MRVS is not working while added the same on catalog item. It throws below error on portal and failing to load SC_Catalog_Item widget. java.lang.NullPointerException: Value in JsonObjects name/value pair cannot be null Failing widget: 'SC Catalog Item...

Monika2 by Giga Guru
  • 1749 Views
  • 22 replies
  • 3 helpfuls

Resolved! Incidents getting assigned to inactive group

Hi All, I have a record producer which is creating incidents,so it is by default assigning the tickets  to assignment group - A (which is already configured ).Now I have made the assignment group- A inactive but also I can see that the tickets are ge...

KARAN24 by Tera Contributor
  • 1402 Views
  • 7 replies
  • 1 helpfuls

Email logs are not capturing in activity logs???????

Hi Everyone, 3 email logs are visible in the activity logs but one email is not capturing in email log even though the email log type is "Sent", I am wondering about this weird issue, can anyone tell me the possibilities, why it is not visible in the...

Shantharao by Kilo Sage
  • 1175 Views
  • 2 replies
  • 1 helpfuls

Set response body in REST API

Incident management integration, when source instance creates an incident in target instance via web service (REST API). on creation, in target instance it should send a response which contains the incident number and incident sys_id. how can I do th...

anu64 by Tera Contributor
  • 2714 Views
  • 4 replies
  • 0 helpfuls