Morning all, Got a question which I don't think is unique but I can't seem to get this working the way I want it. Background info: When a ticket is logged, an SLA is fired (This is normal for all of us and this will not change unless the priority ...
I have a question around foundation data. I have worked in ITIL/ITSM systems for more years that I care to admit, and they all have had one basic thing in common and thats a data model to begin with that if you fill out this foundation data, it provi...
how do I limit the time of when a user can reopen an incident i.e. after 30 days they can't reopen?
Hello,How do you define what must go through Change as oppose to a Service Request?We're less mature when it comes to ITSM though many folks are on board. A recent topic of discussion is when does something require a change and thus various approvals...
How would I a line or two ("returns") between two variables in a record producer? I have two variables that I want to use to populate the short description. I know how to append them to each other, but is there a way to add a couple of lines of blank...
I see there's a Script Include that runs when you press the Test Connection link on the LDAP Server page. We are writing a scheduled job to check the connection intermittently and alert us if the LDAP connection is severed. Below is the relevant ...
Hi Everyone, for various reasons we've never switched on the High Security Plugin and therefore we don't have the security_admin role, which would be needed to import XMLs (Update Sets, or single records etc.)How I can I work around this? regards ...
I have a data set with True/False data types. When i export the data from the other system the values are either t or f . not True / False or 1/0. When I import the data SNow does not recognize that i na True/False field t is true and f is false....
Hello Friends,I need to build a DWH to store all incidents which are raised and updates done on already raised incidents. And then export them to a csv file for DWH. In sys audit table i only see ID , Table , Load time . Old Value , New value. Is the...
Hi All,I set a new set of Business Services up in our development system for a new location that came on board, India. I used the + symbol to add the CI relationships for each business service > service, then exported the services and also the relati...
Hi everybody Did someone find a way to calculate for example the easter holiday? Because it's so strangely calculated I wan't able to configure it as holiday in the schedule. ThanksChristina
Hello - I have been searching for guidelines and/or definitions for what constitutes a configuration change vs a customization in SvcNow. I searched the SvcNow web site and found the "Upgrades Best Practices" wiki, I also found a blog titled "CONFI...
Is it possible, when domain separation plugin enabled, to have a specific "domain administrator" role? Like allowing user to create Business rules, Client scripts, Ui Policies etc. only in terms and related his domain, without having access and impac...
Hey everyone, I would like to seek help and ideas on the use of survey to close incident. I have this scenario on a normal incident cycle, a survey should be sent to the end user upon the Resolved state of an incident. Then, upon completion of the s...
In our system we have a number of mails (notifications etc.) sent to requesters, suppliers, ... Is it per-default possible to re-send a certain mail (e.g. point on it, and click)? In the "activity" tab, we can point in the +-icon and see the mail -...