I want to create MTTR and MTBF reports
I want to create MTTR and MTBF reports, please help me with the conditions?
Forum Posts
Resolved! How to create report showing SLA breached by assigned to (incident)
Hello,I am trying to make a report that shows Breached SLAs by Assignee. I am using the guide on the wiki but when I go to make the report I am not seeing the grouped by: assigned to. I have showed related fields checked but do not see the assigned t...
Best practices for handling requests/incidents/service catalog?
Need advice with handling requests/incidents/service catalog...Traditionally, our users would email, call, or visit us in person for any requests/questions they have. We have implemented ServiceNow so that users are encouraged to submit a ticket vi...
Resolved! Assigned to value removed from Asset but not Config
Does anyone know why at times the assigned to person will be removed from an asset record but not the related CI record? The state/install status are correlating fine, but at times, the assigned to person on the CI is not automatically removed like...
Resolved! Retire CIs not discovered within the previous 30 days
How would I write a business rule to set status(hardware_status) to "retired" for CIs not discovered within the previous 30 days?Thanks
Resolved! How to disable Dashboards and Forms in Configuration item in Helsinki
Guys,Is it possible to disable the Dashboards and Forms in CI in Helsinki? PFB image for more details.(Seems like it's not an UI action)Please suggest.Thanks,Fathah
Change layout of record producer - columns?
Is it possible to have fields display in two columns on a record producer - rather than in one. For example, I have created a record producer to create an incident...there are two text fields I'd like to be in a wider column - Description and Short D...
Resolved! can a incident be associated to many problems?
We have users that will create multiple issues (for the same application) under the same incident. some of them could span several problem management items. I am wondering if you can have a one to many relationship between incident to problem m...
Resolved! How to pre populate the description field with some text?
Hi there,I would like to pre-populate the description field in an incident ticket with the following headings so when creating a new incident ticket user can provide all the information we require. Duration:Impact:Root Cause:Resolution:Actions:So...
Partner access to HI
Can our partner access to HI? If so, can they create HI account?
Resolved! Set Requested For in Shopping Cart
Hi everyone,I am trying to use the default "Create Request" UI Action on Incident in order to have an itil User order an item on someone's behalf. The problem is, it is an extra step for the itil User to set the Caller as the Requested for in the Req...
Resolved! The manage attachments paperclip is not visible in the portal page (Helsinki), although its visible when I 'try' the catalog item, from the 'Maintain Items' module. What could be wrong?
The manage attachments paperclip is not visible in the portal page (Helsinki), although its visible when I 'try' the catalog item, from the 'Maintain Items' module. What could be wrong?
what role is required to see Visual task board . Please suggest more on this .
what role is required to see Visual task board . Please suggest more on this .
Resolved! Time Worked - Not accurate when two people are in the same Incident
My company wants to use the Time worked Field as a way to track the time it takes to resolve an issue. However, if two users are in the same ticket researching and save at different points in time the timer starts over and does not record both total ...
Resolved! Data Lookup Definition
Hi I want to set the assignment group based on category and subcategory for problem using data definitionSteps done by me 1.create custom table --Name : Problem Assignment Lookup ; extends table : [dl_matcher]2.created the required fields i.e categ...