Apologies first as I realise this is a probably really dull of me. We currently have an issue where our emergency changes appear to be following an (incorrect) workflow. For example, I have a 'submit change' button visible at draft state for normal c...
Hi All, I'm trying to configure Major Incident Management on my PDI (London). I have activated the Major Incident plugin including the demo data. On the communications tab in the Major Incident Workbench I would like to use email templates as shown i...
Could someone point me in the right direction, or explain the technologies/languages used by ServiceNow? Specifically, the process of requesting, say a list of open incidents, in ServiceNow. At what steps in the process does Mozilla Rhino or Jelly co...
I have an issue with Incidents linked to problems not closing and was hoping someone would be able to point me in the right direction. The Incident State is set to On Hold> Awaiting Problem Resolution and the related record Problem ticket is linked t...
I need to create a dependency between the business service and assigned group fields, this in order that only certain groups can be assigned to certain incidents with a certain business service, for example. Business service 1> group 1, group 2 busin...
i created a category in catalog > created a catalog item i have a drop down in catalog item wherein user can select any person he is raising that request for, however the problem is that there is no map to option in catalog item, so not able to map ...
We found that irrespective of status (including retired) KB Articles are searchable from Global search.We feel it is a bug, as per the process only Published KB Articles should be visible or searchable to even ITIL users.We found that even ITIL user ...
Hi All, I have set an SLA to use callers timezone as 'source', schedule '8-5 weekdays excluding holidays': Within the schedule i have set the time zone to 'floating' to use the callers timezone as they may be different. This has schedule entries ...
Hi All For our on-boarding process we receive email from the HR with new employee details to ServiceNow; ServiceNow then creates a request to the helpdesk. From the RITM form, Helpdesk uses the UI action to create the new user in AD. By clicking the ...
Hi all, Still looking for assistance with this - I am trying to change the script in my Data Table widget to remove the breadcrumbs when a new search term is entered instead of building on to the last search term. I am not an avid coder/scripter (I a...
Hello, Is it possible to hide knowledge categories? For example, a top-level category called IT, with sub-categories, such as, Firewall, Policies & Procedures, Routing, and so forth. Hiding this entire knowledge thread from end user view would help e...
Hello! I have a question related to Order Guides on the Service Portal... is there a way to hide the Price on an Order Guide on the Summary page (the page after "Choose Options" but before submit? Or if not, is there a way to show the price as - - in...
Hi all.Am working on service portal,trying to pass values from client side to server side. Tried the following code but am getting nothing on console log. Client side: function() { /* widget controller */ var c = this; c.data.val='abcdefg'; c.upda...
Can Anyone Please explain How the Schedule Source field & schedule Source works in SLA definition?
Hi All, I am trying to batch my update sets however when I select the parent in the child update set, nothing happens. It finds the parent, but it doesn't complete the batch. Anyone run into this issue?
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