Difference between OOB Duration and Business Duration fields on Incident Form
How is the business duration calculated? What schedule or timezone is considered for calculating Business duration? I could not find much information on wiki.
Forum Posts
Resolved! walk-up experience - how to keep "walkup user" account logged in to walkup SP and not timeout
@darius.koohmarey i am looking into the walkup experience application and our purpose here is to login to the walkup portal and present the queue on a large screen but we don't want the login to timeout. Also we would like to setup a tablet for end ...
Resolved! View all Request under "My Requests" In Service Portal Showing all other users requestes also, it should show only that user requests
View all report under "My Requests" In Service now user portal is showing all users request, but one users should not see others request.I have tried to make a changes in My Request Widget but no luck can any one help me on this
First Name & Last Name Variable to be populated in email notification Subject
Hello All, I am working on to modify our employee on-boarding process, our On on-boarding form looks like below. In our process HR submit the request for New Hire by filling below form , where HR manually mention the New Hire First Name & Last Name. ...
Resolved! True and False displaying instead of field value
This is the second time I've had this issue in a personal development instance. The version is Madrid. I have added a true or false checkbox to the Assignment Group. Now on the Incident form, the display for Assignment group is true or false dependin...
Resolved! sys_db_object
Can someone let me know what sys_db_object is for and something in depth?
Resolved! discovery credentials privileges for windows and linux
we want to know what privileges do the discovery credentials for windows and linux server needs to have. do we need domain admin or something less that that can work for the exploration phase? we prefer not to grant domain admin privileges. if we don...
How to place an order from REST Api
Dear all, I have a need to place an order from REST Api through an external application in ServiceNow For that I have seen we need to use the service catalog Api and undertand that we need to : - collect items from a given category- place item in a c...
Tickets cannot be seen by on behalf users in servicenow self-service portal
Dear Servicenow Experts,We have an issue here in were, ticket are not visible for the on behalf users (without itil role) in servicenow self service portal.Scenario: If a local IT (which has ITIL role) will raise a ticket in self service portal(servi...
Problem Management - Problem State vs State
What's the difference between "Problem state" and "State" in Problem Management? Both have the same values, but I don't know what's the difference between the two. I'd like to create a workflow based on the state of a problem, but I'm not sure if I s...
Resolved! How can I automatically add a list of users to the watch list on change of a field on Incident form?
Hi, My requirement is to add some users into the watchlist on Incident when one of the custom fields on the form changes. So, I thought of writing the on change client script but I don't know the syntax to add multiple users in a watch list. Any help...
Resolved! Can we automatically add a Checklist to a RITM?
We have a Catalog item for PC replacements and a Checklist template that should be used when deploying a replacement device. We would like for the checklist to auto populate when we open a PC replacement ticket instead of relying on staff remembering...
Creating a link to the RITM in a catalog task in a workflow
I am attempting to create a workflow task that either IT Orders to Purchasing have an action. They need to generate and attach a document to the RITM for the Task. I have the script that i want to use, but I want to make this as easy for the team mem...
Not able to pass date and time query params in scripted REST API
Hello everyone, I am trying to pass a date and time value on a glide record for incident table to get incidents that are created after particular time. Here is the code that I have been trying, var timeDuration; timeDuration = request.queryParams.dur...
"Status Calls" over the Tickets
Dear Community, I, as Incident Manager, am struggling with the following; we are handling approx 130 000 incidents per year, within IT organization consisting of Service Desk = 1st level, then 2nd, and 3rd with a lot teams per/and based on a subjec...
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