We have recently upgraded our Windows-based MID servers in all of our instances. We are now tasked with decommissioning the old MID servers so they can be removed from our environment. What is the proper way to remove these old MID servers from runni...
The screenshots attached show our current SLA Definitions. We are experiencing inconsistencies, where with Incident Response we are seeing new values being created when no values have technically changed. We think the stop condition is misconfigured ...
Hello, I have a request to create multiple approvals (App Owner and Back up App Owner) for multiple Configuration Items selected in a change request.The scenario is the following:A user opens up a change request and selects multiple CIs from a List C...
Hi,I would like to run a Weekly report based on the "Time Worked" of each ticket that has been handled by my Group (queue) and if possible each user in that group. Ideally this would have to cover all forms of Tickets (Incidents/Requests/Changes) etc...
It has been a while since that I done this - so this is probably a dumb question - I believe there is a way to extend attributes from a Parent CI - cmdb_ci to the child CIs cmdb_ci_win_server, cmdb_ci_vcenter, etc. Specifically, I want the field "CPU...
Hello,I would like to know how I can translate or change the name of the Submit button of a record producer, by using an onLoad Catalog Client Script?I created such against the Catalog item of the record producer of mine, and added the below code int...
I have custom scripts for AWS resources like boto3 ,Lambda scripts , powershell and python scripts). How to call thise scripts in service now on the AWS cloud module.Please help on the above.
We just went live on a reimplementation a few weeks ago and we realized our SLA Definition are now what we really want. They are reporting off of Closed not Resolved. We would like them to be resolved for several reasons. One, because we don't allow ...
It seems if a change is canceled that approvers still have an outstanding task to approve a job which approval is now no longer required.I thought it would be a buisness rule, but that didnt seem to work.can someone advise the best way that if a a ch...
We need a report which lists all the incidents, tickets, problem, support ticket etc worked on by a specific assignment group in a month. This report will be most useful to IT Service Desk team which is assigned many tickets and after the initial ass...
We are migrating over to SN from a previous ticketing system. Part of the migration will involve tickets that are already open in the old system, and clients will be expecting to still be able to reply to the old ticket subject lines for those tick...
Hi Folks,Apologies for this stupid question (yes I know the only stupid question is the one you don't ask!!)We've always been advised never to modify anything oob as it affects upgrades. I assume the same goes for ACLs - is it best practice to copy...
Hello,I have a inbound action that runs first that logs calls from a certain email address to a particular task list, then it will continue and process the Incidents etc.So Inbound Action Condition is: Recipients contains email.address@domain.com...
I am attempting to set the due_date field on the catalog requested item form to pull from a user created field (u_planned_completion_date) on the sc_task table. Preferably, if the item has multiple tasks, it would use the last Planned Completion Da...
Hi, I have a workflow and I have set the max activity count to 200.And I want to know the current activity count for a specific request.Is it possible to get the current activity count for a specific workflow so that I can tell the user that the max ...