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Resolved! SLA STOP condition when "Additional comments" are added.

HI All, I have a requirement for SLA STOP condition on inciddent. 1. SLA should stop when  "Additional comments" are added on incident form. I am not able to see "Additional Comments" field in sla condition drop down. How can i achieve this?

Scheduled Reports Hyperlink

I've got a number of scheduled reports being distributed by email (PDFs).Users have asked if the PDF can include hyperlinks the the tickets?   SImilar to how an email of a ticket allows direct connect to the ticket from the email, would be very usefu...

markmcp by Kilo Explorer
  • 2510 Views
  • 2 replies
  • 1 helpfuls

When discovering a Virtual machine instance, does discovery create a "Computer" or "Windows Server" record as well as the "Virtual Machine Instance"?

When discovering VMware using ServiceNow Discovery, I get several records which show up as VMWare Virtual Instance. However, there also seems to be an associated record which shows up as Computer, Windows Server or Linux Server and shows up as VMWare...

Tk2020 by Kilo Explorer
  • 2564 Views
  • 3 replies
  • 0 helpfuls

how to make hyperlink in catalog item variable

I have custom table which stores 4 variable (var1, var2, var3, var4). var2 depends on var1, var3 depends on var1 and var2, var4 depends on var1 var2 and var3. var4 stores different URLs. Requirement: on click of URL respective page should be open in ...

vanishree by Kilo Guru
  • 5790 Views
  • 4 replies
  • 1 helpfuls

Resolved! Checklist template in Incident Template

Hello! I am looking to create an Incident template that already contains a checklist template. We are planning to schedule this incident template to be created once a day, and we are looking to have this checklist already in the incident when created...

adri by Giga Contributor
  • 4300 Views
  • 4 replies
  • 6 helpfuls

Difference between event, alert, problem, and incident

Hello All, What is the difference between events, alerts, incidents and problems in ServiceNow world? What is the relationship between an alert and an incident? Is an incident synonymous with a ticket in ServiceNow? How do I create an alert/event in ...

Bill Smith2 by Kilo Explorer
  • 7806 Views
  • 5 replies
  • 3 helpfuls

GlideDateTime getDayofWeek resulting incorrect day

Hi, I have a requirement to set auto-populate CAB date based on Planned Start date. CAB meeting occurs usually every week Wednesday 2 p.m. I am writing a business rule for this and using GlideDateTime functions in the code. I am using getDayofWeekLoc...

Tina by Kilo Explorer
  • 5880 Views
  • 5 replies
  • 1 helpfuls

Resolved! Creating additional SLA Target within SLA definitions

Greetings Now gurus! I need an assistance with SLA targets.  As one of our clients has specified SLA targets considering Response time and Resolution time, they also have specific targets for Recovery time and this should be also a choice when defini...

Resolved! SSL Certificate Management Within Service Now

Hi guys quick question hoping someone can help me with.Currently we manage certs out of SN. Is there a dedicated cert management module in SN or are they managed as CI's.If so is there any pitfalls I should be aware off?Thanks

daklow by Kilo Contributor
  • 7907 Views
  • 9 replies
  • 6 helpfuls