I would like to create a report that is a pivot table showing the number of incidents each of my team has worked on with counts by priority. This should include any ticket they have updated, by only a count per incident, not per update. ( If Joe Sm...
There are lots of acceptable ways to write a date (depending on your locale). What methods do you use to allow your users to enter a date in multiple formats in a field and have it get saved in a standard format? I love how I can type almost anything...
Hi, we are starting project planning for the build of our service catalog. We have been live with ServiceNow for ITSM for six months. Can anyone provide words of wisdom, best practices and share their experiences? Please suggest any tools or resource...
Hi we have a requirement like in the ITIL home page we need to display a dot before incident number which is based on SLA durationNo Dot if SLA duration is <80% Amber (orange) dot when SLA hits 80% durationif SLA breached or touched 100% then a red...
We're rolling out ITSM/ITIL and the ServiceNow platform for the first time. The company would prefer to not use the name "ServiceNow" to refer to the system / webpage with our end-users (note - I'm not looking for guidance around the URL). I'm cu...
Does anyone have any guidelines that you use on determining when a Major Problem is really a Major Problem?
isMobile is working for Mobile UI only not for Mobile app. Is there is anything for Mobile app so that system should understand the person login through app.I have written ACL on incident table for Create operation, "New" button will be available whe...
Hi,One of my client has a requirement of onDemand push of approved software's using silent install with SCCM.I am not aware of how to add machine name to SCCM collection for said software to be pushed.Anyone who has impmented similar requirement in t...
Hello,We have an Wrapper Function with GlideRecord Query called within a For loop. The GlideRecord Query executes for the first time. However, for subsequent iterations .next(), .has next() returns false.Any suggestion on using a GlideRecord Query wi...
Hi EveryoneI have a requirement on relationships between a CI and a change request. We have a CI field on the change form and also have a related list with affected CIs as shown in the screenshots below. Now when I open the CI record for "Integration...
My company is new to ServiceNow. We currently use Logon ID Request forms (New, Change and Delete) to handle account and access requests. We now look at these requests as a bundle of services but are struggling to translate them from forms to Serv...
Currently our system sends an email to the customer when their Incident is resolved and another when it is closed . With the Incident management rules we have, once an Incident is closed, it stays closed. The user has 48 hours when it goes to resolve...
Hi Team,I have a requirement that when an incident state is changed to resolved an email is to be sent to caller.For that I have created a email notification with condition defined in when to run.I have formatted the body and all.Now when caller clic...
We are getting ready to migrate to Knowledge V3 and use Service Portal. I understand that in ServiceNow (not the service portal environment), Knowledge can be configured so that multiple knowledge bases can be created with different user criteria s...
We are planning an upgrade to Geneva and were reviewing the Upgrade Best Practice documentation. It says to look at log file sizeto check for excessively large log files. However I do not see a file size on the System Logs > System Log > Erro...