Incident Management - Self service decision tree
My company in trying to improve the intake form for reporting incidents. Does anyone know of any decision tree best practices, frameworks, or standards for something like this.
Forum Posts
ACL - User should see incidents created by his department's users on report
Hi Experts, I have a requirement, to create a report on incident table that will show only the incidents created by the users belong to logged in user's department. I have created a report on incident table with just the filter condition Active=tr...
Resolved! How to convert String value to Object
Hi, I have String value which i want to convert as Object. string = "user firstname" : "first name", "user lastname" :"last name", "user fullname" :"full name" I want to convert this string into an object. Challenge is we may lot many values ...
Resolved! User experience while instance is being upgraded
Hi, We're planning on upgrading our instance in a few weeks and I'd like to know the following: 1) Is there an outage when an instance is being upgrade? 2) What is the user experience if he/she attempts to go to the Service Portal while the instanc...
copy the same variable editor from one RITM to another RITM. i am creating multiple RITM's with single request, so for first RITM it is automatically coming from second i need this variable editor.
Hi Team, i am trying to copy the same variable editor from one RITM to another RITM. i used "com_glideapp_servicecatalog_veditor" but it is not working.The variable editor is getting in the RITM0012247 but i need the same in RITM0012248. coul...
How to change from address of Emails sent through Scheduled Emails of Reports?
Hi I am unable to change the Email "From" address of mails sent through "Scheduled Emails of Reports". It is always taking from address as "IT Service Desk". I want to change it based on type of reports it is sending. Is it possible? As I can see onl...
Resolved! Email Notification due date Prior to 2 days excluding weekends
Hi All, Good evening to all. I had a requirement to notify the problem manager prior to 2 days based on the due date. The below script of mine is working as expected. My schedule job script below: Script name : Problem Task Due date Reminder two days...
Getting Error Constructing REST Message
Hi, I am trying to set up a REST webservice with a customer using JIRA. When I set up the Outbound webservice and enter the HTTP request and click test it is successful, taking the values of variable substitutions. I have a business rule running to t...
Resolved! how to add user to groups via catalog workflow?
I have a requirement where i need to add the user to a groups via workflow. The field in the catalog item Groups(sys_user_group) is of type (list collector).anotherThe field in the catalog item user(sys_user) is type reference.when i select 2 groups ...
Resolved! Total Cost (price) on Service request with recurring cost included
Once a Service request is submitted, i would like to set the Total Cost (price) on sc_request by calculating the item cost + recurring cost. We developed a custom business rule on submit (of sc_request) to set the calculated Total Cost (price) but th...
Service Catalog Approval workflow "not yet requested"
Hi Everyone, We have just attempted to restart using the Service Catalog which was developed several versions ago and it appears we now have an issue where a new SC request is not getting past the first approval step. I have confirmed that the appr...
SC Request and Requested Items--What are the OOB work flows and interoperability
Our company is less than 6 months in adopting ServerNow platform (Madrid) and we are building our first Service Catalog Requests. In our work, we are seeing OOB behavior contrary to that described by the implementation consultants and ServiceNow sal...
Resolved! Making Incident "Close Notes" not mandatory? I have it partially working . . .
Helsinki OOB version has Close Code and Close Notes mandatory on Resolve or Close. I would like to just change Close Notes to NOT be mandatory. I have set: UI Policy > Make close info mandatory when resolved or closed (set to true) > UI Polic...
Resolved! How to add a field to the kb_view page?
I would like to add the "Role" field to the KB view page. Preferrably it would be up towards the top after "Last modified".Article: KB0011508 Published: 2014-08-12 Last modified: 2014-09-25 The purpose of adding this field is to assist our Service ...
Resolved! Can I include link information to the incident ticket itself in Excel?
When exporting a list of incident tickets to Excel, can I include link information to the incident ticket itself in Excel?If I can't do it with OOTB, I'm thinking of the following method. Is it possible?When creating an incident ticket, link informat...
