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Survey Best Practices

Just like some feedback from others using Task Survey Management. When I setup properties for task survey management the I believe the default for "Number of days to wait before sending the same survey type to the same user. This can be overridden in...

jquinonez by Tera Contributor
  • 5241 Views
  • 9 replies
  • 4 helpfuls

Creating Change Request from Incident

When creating a change from an incident, once the change is created from the incident the change number appears on the incident under related records. Our ITIL users are having a hard time finding the change number in this location so we would like t...

Jan-Z by Giga Expert
  • 2737 Views
  • 2 replies
  • 0 helpfuls

Changing BR: Cascade Request Approval to Request Item

I am trying to understand this business rule and if it can be changed to cascade a "Requested" approval state to Request Items. Thank you for the advice.var gr = new GlideRecord("sc_req_item");gr.addQuery("request", current.sys_id);gr.query();while(g...

How can I update a field on a Request Item when the Task is closed?

I am trying to build out a request item that creates 1 task at a time. The user needs to have an option though to create a new task for another group if the request requires additional effort from that group to complete it. I have added a field to th...

BHunt by Kilo Contributor
  • 2799 Views
  • 2 replies
  • 0 helpfuls

Record not found....

Hello!I have encountered a very strange issue. I created a table which inherited from cmdb_ci a while ago. After some redesigns we come to the conclusion that we don't need that table anymore. So I followed the steps described here: http://wiki.servi...

wac by Kilo Contributor
  • 4027 Views
  • 4 replies
  • 0 helpfuls

Yes/No variable with none

Hi,We have a variable in one of our record producer of Type "Yes/No" and selected the "include none" option to force user to fill something in (we also set it to mandatory).We now have the need to clear that variable when another field value is set.I...

march by Kilo Guru
  • 3309 Views
  • 3 replies
  • 0 helpfuls

Workflow Request Approval - Return to Requestor

I have a basic workflow configured for Account Requests. The requestor submits a request through Service Catalog for a New Account. The request enters the workflow and is routed to the Service Desk for Validation as an Approval Activity. Presently, i...

workflow - stuck or stalled in an activity

We have a few approval levels for change management and a week or two ago several changes (not all) were stalled at the first approval level. It was approved, but never went to the next level for appoval. I realize I can cancel the workflow, but is t...

drichter by Kilo Contributor
  • 8033 Views
  • 8 replies
  • 1 helpfuls

UI view: need clarification

Sorry if my question is obvious. I'm a bit confused with the concept of UI view even after reading the Wiki page : http://wiki.servicenow.com/index.php?title=View_Management... (except that I wasn't able to view the Flash content) I just need to defi...

Deployment within Release Management

We are looking at the Release Management at the moment and I am coming to a point where I cannot find a suitable solution for tracking the deployment of a release.In our environment a "Deployment / Migrations / Rollout" of a release, tracks what is m...

apg1 by Kilo Explorer
  • 4239 Views
  • 2 replies
  • 0 helpfuls

Order Guide not saving data when going back using Describe Needs

I've created an order guide with a large number of possible options. If the user realizes in mid-process they need something else or that they don't need one of the items they've selected, if they hit Describe Needs to go back to the initial screen, ...

zachkenyon by ServiceNow Employee
  • 1368 Views
  • 2 replies
  • 0 helpfuls