chat and email incidents, where the reassignment count is shown as “1” even when the ticket was not
chat and email incidents, where the reassignment count is shown as “1” even when the ticket was not routed to any resolver group.
Forum Posts
Unable to Create Monthly/Yearly Business vs Non‑Business Hours Reports Using Filters
I am trying to build reports in ServiceNow to categorize Incidents created during Business Hours (7 AM–4 PM) versus Non‑Business Hours based only on the creation time. I have tried multiple report filters, but I am unable to achieve this correctly.I ...
Two CABs/week- Preventing Approved Changes from CAB1 to be in CAB2
Hi All ...We are setting up two CAB meetings per week (Monday & Thursday). Our Monday CAB is for reviewing changes with a planned start Monday @ 17:00 through planned start Sunday 23:59. Our Thursday CAB is for reviewing changes with a planned start...
Emails sent to SMTP mailbox not reaching the instance
We have configured our own SMTP server, notificacion@favorita.com, from which ServiceNow emails are sent. When a user replies to this mailbox, the emails do not reach the ServiceNow instance, but they do reach the notificacion@favorita.com mailbox. H...
Backup before cloning
We are experiencing an issue capturing our work in an update set. We need to back up a catalog item, flow, subflow, and decision table, but these were developed before an update set was created. Manual backups are an option, but we’re looking for a m...
Username or Password invalid
Hi Community, We provisioned access for a user approximately one month ago and shared the login credentials at that time. The user was able to log in successfully initially. However, they are now unable to log in and are receiving an “Invalid usernam...
Resolved! Live Agent chat, user adds attachment but its not associated to the Interaction record, how to get and port to Associated Records?
When someone adds and attachment in the VA after connecting to a Live Agent, those attachments are not being added to the Interaction record. How are attachment to be moved over to the associated record(s) systematically?FYI, we were able to create a...
In SOW show only 3 previous records of Cab meeting
Hello @all , I have created UX list ' Previous cab meeting' I want List to show Agenda Items from previous 3 CAB meetings.Does anyone know how to achieve this or have worked on this will be helpfull.Thank you!
Setup Primary and Secondary Coalesce for Transform Map
Hi All,I’m trying to load user data into the ServiceNow sys_user table using a transform map, and I have a specific coalescing requirement.From the incoming payload, I need to identify existing users using a priority-based (multi-level) coalesce logi...
Issue in Making ready only for security field which is encrypted
we are making the security notes field and all other fields on the form as read-only when the security incident is closed but we are getting gray box on the form for security field but it should not show as grey box it show like above image but it is...
Change Models: How to Handle Old Change Records (No Model/Flow)?
We recently introduced Change Models + Flow Designer for Change Requests in our TEST instance. The instance was cloned from PROD, so we now have a mix of:• Old change records → no change_model, no flow (manual process)• New change records → using cha...
"Leave Comment, Was this helpful -yes/no" -what are the ways to enable it in Incident search results
Hi Community, I am working with Knowledge Articles in ServiceNow and a UI behavior difference between Related Search Results preview and the full Knowledge Article view which is OOTB.When opening a Knowledge Article from Related Search Results (previ...
How to Refresh Service Operations Workspace Homepage
Hello Guys, In the Service Desk Landing Page there are some donuts indicators and when you click in them some cards below are updated / refreshed. I found a property to automatic refresh the donuts indicators but the list / cards below are only refre...
Resolved! Hide 'global ui action- delete' in custom application
I have scoped table and on the default form view there is global 'Delete' button. I would like to hide that button for all the users. I have tried to use 'UI action visibilty' tab but it's not working for default view. How to hide that? Can someone...
Deactivte the 'sharedservice.worker' user account
Hello Team,I was trying to remove roles and deactivate the user account sharedservice.worker but populating warning message as bellow Not allowing update of property: glide.ml.shared_worker.validation.status Can we deactivate the user account?Thanks,...