Currently in the OOB instance that we have installed, the caller field in an incident ticket appears to be referencing a column called caller_id. In our organisation there are two types staff numbers in which people are identified and I would like to...
Hi Service Now CommunityI am looking for some general advice / opinions. To set the scene I am an employee of a large company in the UK (currently 1500+ service now process users across ourselves and our service partners) that adopted Service Now a l...
Hi,How can I get the information of the tickets that missed SLA, also, the tickets that got escalated or approaching SLA I am using SOAP APIs and using incident table, is there any field in it from which I can get the information.Regards,Gaurav
I have a working SLA that does everything I need it to do EXCEPT escalate the ticket. I know I have to do it by adding an event.I looked at the available events and foundincident.escalatedincident.escalation.firedincident.escalation.pauseincident.esc...
Hi Community, I have a question I am currently having problems with, I will keep it simple as the basic idea is the problem I am trying to get around:Scenario:- ITIL User A can read all Incidents, he is also in Group A, but not in Group B- All Incide...
Does anyone know if there is any type of Business Rule or Script that can be done or something to configure it automatically from the "Creation Date" of a change to the Planned Start date?? We require a 10 day Lead time for our application changes bu...
HiI created an OLA (see attached printscreen) that is linked to the task table (this is the reaction time for our first line).I then created an incident by making sure to respect the trigger defined. The OLA did not start.So, to test further, i adapt...
Hi,I have a funny situation, I put in this catalog request and find it generated an event approval.requested that is actaully meant for change task approvals. Looking at the approval events business rule, there should be a different event fired, howe...
Which role is needed for user to view(Read) the sys_dictionary table.I tried with Personalize dictionary role but it provide both R/W permission to the user.I don want to user to edit sys_dictionary fields.Please anyone help me on this.
Hi,Where can I get Process flow Diagram (flowchart) of Incident Management..?
I am trying to copy data from one table (a custom table that extended change_request) into another custom table (one that extended task).It runs successfully, saying that it processed all 63 records and performed 63 inserts (which would be correct), ...
I am trying to access the name of the Service Catalog Item in a sc_task client script. I seem to be able to get the sys_id of the item with the following ... var item = g_form.getReference('request_item').cat_item; ... if possible I would like to get...
Hi,I have implemented some SLA's as per the requirement.But, sometimes when Start and Stop both conditions are met at the same time, SLA's are not kicking off.I am not able to resolve this issue.Can anyone help me on this?Regards,Youngistan
Has anyone create a desktop icon (ico file) to rollout with a login script? Thinking the 'tick' of Service-now.com would be the icon image.Regards, Lee
I am trying to figure out if there is a simpler way to form a URL to a specific ticket. I know that for a given ticket, if I know the sys_id of a ticket, I can query using the following URL: https://myinstance.servoce-now.com/incident.do?sys_id=46a8e...