Resolved! Tabs missing in incident records
Only able to view Task SLAs in incident record. Other tabs not showing up. e.g. (Incident Tasks, Affected CIs, Impacted Services/CIs, Problems, Change Requests)
Forum Posts
Resolved! Work Notes & Additional Comments (Visible to customer)
Can you can explain the difference between the two. My understanding is - Works Notes are notes visible to agents only - Additional Commnents (Visible to customer) are visibale to callers with no roles. Where can the custoner see this is it in the P...
Resolved! "Days/Year ago feature" on date type fields in list view"
Hi Team,"Days/Year ago feature" on date type fields in list view" in Geneva we see a new info label if we hover on teh date field it shows how many days /year ago.In our DEV instance all goes good it shows perfectly ,while in our test instance it s...
Auto Assign Assignment Group based on Time of Day (Schedule)
We would like to auto assign incidents to assignment groups based on the time of day (and CI of course). A kind of follow the sun approach. Has anybody done this and how did you implement it? I was looking at the "Assignments" module, but there was...
Measuring/Tracking KB usage
Wondering if anyone has tackled this and has suggestions/thoughts on how to proceed... As we continue to build out the Knowledgebase used by our Service Center agents, we want to be able to track what articles they are referencing and using to resolv...
Resolved! I need to include in my inbound email action a way to pull the user from email and use this user as the requested for
I have a script to pull different information from the email, and it works. Except for being able to pull the Requested for. It is putting the email address of the sender as the requested for. I need it to bypass pulling the email address of sender...
Resolved! How to disable "Order now" button in Service Portal after submitting a catalog item?
Dear community, I'm having real challenges with "Order now" action (in our case we have configured "Request" method so for us it's "Request now") in our Service Catalog because when clicking on it for catalog items, button is not disabled while proce...
Resolved! Update a record without updating its system fields(like sys_updated_by, sys_updated_on)?
How can we update a record without updating its system fields(like sys_updated_by, sys_updated_on)?
HOW TO IMPORT CASES FROM SALESFORCE TO SERVICENOW through rest API
HOW TO IMPORT CASES FROM SALESFORCE TO SERVICENOW SUGGEST ME PROCESS
Resolved! Inbound Email Action - Target is empty and message 'did not create or update incident using current'
Hello, I have an inbound action rule that is properly finding and updating my incident but two things are missing. 1 the target is empty on the email log.2. the email doesn't get attached to the incident as email received. ///----------------------...
Resolved! How to use return value activity in subflow?
I want send value from subflow to mainflow and set that value in the field of mainflow. Can anyone suggest me the process?
Resolved! How to schedule an email notification for every two weeks
Hi, I have a requirement to send an email notification for every 2 weeks if the ticket is in "investigation" state for 2 weeks, and another email in 4 weeks and next one 6 weeks and so on... Below is the scheduled job i created which will trigger dai...
Resolved! Call an event/notification in Scheduled Job
Hi all ,I need to trigger a notification for the records when their Implementation date is less than 11 months old .I have created a Scheduled Job and provided the conditions.Can anyone suggest how we can get the notification triggered in a Scheduled...
Best Practices: Ways to Follow a ticket?
Users are interested in following RITMs, catalog tasks, and incidents... what's the best means of doing so? What's the difference between the Watch List vs the Follow button? Are there other approaches people find helpful? Tag + filter or report? Som...
Resolved! How to leave top 100 records and delete the remaining ?
Hi Experts, I got a requirement to leave top 100 records and delete the remaining. var gr = new GlideRecord("custom table");gr.orderByDesc('created');gr.setLimit(100);gr.query();while(gr.next()){gr.deleteRecord();} By using above script i am able to ...
