When the priority is changed, the old resolution SLA gets cancelled and the new resolution SLA gets attached. The clock starts from ticket creation. What condition we have to put? as of now once priority changes new SLA will attached to the existing...
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
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....
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...
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...
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...
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()) { ...
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...
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...
hi can anyone help me to create scheduled script for quarterly and yearly on last day of the month
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
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...
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 ...
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...
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, ...
