I am sure this is an easy question for all you SN gurus out there...... Under what circumstances would an SLA get cancelled? We are starting to see instances of incidents with cancelled SLAs, both response and resolution. Sometimes it may be the re...
We recently upgraded to Eureka and now we are having issues with filters on Incidents. When we try to filter based on "Assignment Group" being blank we only get incidents created pre-upgrade. If I filter by doing a show matching on an incident withou...
I am currently building maintenance schedules for each of our business services. Each schedule might have multiple time slots for maintenance.I noticed that if I go into the schedule, I can use the UI action to call "show_schedule.do" and it appends ...
If i give the system a list of INC's is there a way to have it check if they are "anything other than 'Closed'" or "closed".
In the SDLC Scrum Process WIKI, it states:SDLC Scrum Process - ServiceNow Wiki"If required, scrum activities can be tied into IT Service Management processes such as Incident, Problem, and Change Management." But I can't find any description of how ...
Hello All! I am trying to help write a report for my manager that looks like the chart below. The idea is to provide a trend chart, by month, of SLAs that have achieved SLA. Using the provided reports in ServiceNow, I haven't quite been able to ...
We are currently using the Aspen version of ServiceNow and are getting ready to upgrade to Berlin. Since this will be our first time upgrading our instance, we want to create a post-upgrade validation checklist. Does anyone have one of these that can...
I'm running a domain separated instance and ran into an issue where, I believe, that contains would correct the issue however I'm not ready to put this change into production yet. The problem I'm trying to solve is this: I have workers who need to b...
Hi, We are looking to create a report for Change Management which will show the time between a change moving to 'Review' state and the 'Planned Start' date of the change record. We would like the time to be calculated for every change, so the info...
One of the issues I'm having right now is creating a way for a user to apply a template and have the child templates applied...WITHOUT having to resort to this model where you have to create a template for the module: Creating a Template for Change ...
Hi Guys, So basically as it says in the title we are going to be using around 18 AD servers to get user records but these are all for the same company so domain separation isn't really an option for us. The reason we have so many AD servers is tha...
What are the impacts if we decide to change the label "Short Description"? First I would appreciate any advice... Any idea WHY it has been called like that, rather than "title", "object" or "subject" which seem more common... We may want to change th...
All, I am starting to look into service catalog and right of the get-go I am noticing something strange. Whenever I put in a request with one item on that request, in the RITM related list - it is displaying Request = (empty). If I go into the RITM,...
We have set up data lookup rules for filling in the assignment group on an Incident form.The matching fields include thing like Category, CI, and location. Now location is a very fine grained field. It maps to an actual location after all.What we wo...
Greetings all!We are interested in hearing how different organizations track the usage of incident ticket templates. We would like to analyze what templates are used on a regular basis. We would like to populate a field by the template to record its ...