How does ServiceNow track incident deflection from knowledge, including chatbot? In other words, how does it track metrics that an end-user was able to use a knowledge article or chatbot to self-resolve an issue or complete a request without contacti...
Rejections for Change Request require a comment to be made, this is an OOTB feature if you are in the approval record. But when you are rejecting the record from the related list in the Change request from the List View you are able to reject withou...
Hello all, Whenever we try to create a new standard template or modify an existing standard change template, we get the attached screen. The only field that appears is the template description and nothing else. Has anyone else had this issue or hav...
Dear folks, I have a workflow in which users select from 1 to N values displayed in a list collector; I have a requirement that each value needs to go through an approval process and might be approved/rejected without that affecting the other values ...
I have some Variables on our supprot portal specfically for getting more infomation at the point of the issue being raised, hwoever once the Incidet is created I'm not able to report on thses fields meaning the additional data is usless.
We have a problem with OOB SN fields for assets not meeting the requirements we have. We have a proposed solution and I would like feedback on it, or any other thoughts around a better way to manage this with as little customization to SN as necessar...
Hello, I'm searching for a documentation (Jakarta) how to use Parent-Child Incidents in ServiceNow and how to user Master-Child Incidents in ServiceNow. - how to created correctly the relationships- how to delete relationships- consequences of this ...
Hello,I am trying to change the short description/description on a request when it is ordered. I have a Run Script in my workflow that appears to change the short description and description of the requested item (although, I don't get the difference...
There was an issue last night that caused a creation of 2000 Incident records, which kicked off 2000 email notifications from ServiceNow to the assignees.... ever since, no other emails being sent from inside of ServiceNow records are being sent. My...
Hi, I have a requirement to customize pdf export of a record, For example: When we are doing export to pdf it will show total form including Related list, but I need to export a PDF file like as shown below: And I need to export and save this attac...
We have an issue with "duplicate" CIs in our CMDB due to our integration point with Netcool event monitoring. We have rules set up that during the Incident creation, it will attempt to match the alerted device to our CMDB populated by Discovery. Fail...
What is the best way to export a pivot table report from the incident table to excel or csv? Is that even possible?
Hi, Everything I describe below is on the service portal, but I can't find portal in the topics list. I have a catalog item with a reference variable. The available values for this variable are filtered depending on the answer to another variable, th...
Hi , I am new to Service Now. My requirement is when the Assignment Group is changed automatically SLA restart.Please help me.
Hi all, I would like to know why the UI buttons and their functionalities that are configured in ITIL view are not getting reflected in Agent workspace ? For each and every button we need to go to UI actions and select workspace form button and write...
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