Currently any incidents created by self service users has the "contact type" as "phone" which is our default value for the servicedesk. Is there anyway I can get this to change to our "self-service" option by default. On the self service view "contac...
Hi, We have set some business rules in incident table that schedule an event to be triggered in a few more days.According to the changes in the incident state, we may need to cancel the triggered event.How can i find the event related to the inciden...
Can someone give me the idea of what is the difference between the System Administrator(admin) id and personal system administrator id. And what is the best practice to when and where to use the admin account ?
I'm interested in knowing more about the new Event management feature in Eureka.For the Monitoring system - the one that is sending Alert messages to Svc Now - what data must it send to Svc Now so that it can recognize what Configuration Item the Ale...
Hi Experts I am trying to create a client script that has to run only on time in every Record.e.g. I have 2 fields, Field A and Field B , both are a reference type to the table users.The Client script I have created is OnChange which if the Field A ...
We have setup a SAML integration following the documentation on the wiki. The following is occurring:1. URL for ServiceNow instance loads and redirects to the IDP2. URL for the IDP loads3. Credentials are entered into the IDP4. Error message "Could n...
Some of the fields in the Template Editor form are grayed out but we also found out that the user also cannot access those fields when creating their own template. We have tried to change the ACL rules for save_as_template like we have seen on other ...
Hi all, Earlier I needed help figuring out how to import date/time values from Excel without changing them to some other timezone. In particular I needed the underlying date/time field values in the target table to match the date/time values in Exce...
I have an attachment because a picture is worth a 1000 words..... Issue is that when I log in as an Administrator I can go to Survey Response and see the questions for a specific survey. When I impersonate a person with survey_admin roles those fiel...
Hi All, I am facing a challenge in addressing a requirement which seems to be very common but still no solution for it. I have requirement on SLAs where an assignment group is reassigned the ticket it should start from the interval where it stopped ...
I need to validate if the user has attached at least one document in a record producer and I'm trying to use the following function in the onSubmit Client Script but id doesn't work. I'm using the same function in the form itself and it works there. ...
For variables where I've checked the "include none" option, is there any way to tell when they picked none? It doesn't look like the onChange method is called when that happens. I'm wanting to hide some variables, for example, if they switch from...
I am trying to build a catalog item that is based on a spreadsheet that used the =sum calculation. I've found a few ideas out there but nothing that will work for me. We'd like it to be just for this catalog item so not a business rule. Current...
Has anyone updated the closed_at field on a task (particularly the incident) when it's been reopened? We allow customers to reopen incidents, if it was closed within the last 2 weeks. The closed_at date retains the original closed date, instead o...
In the same way what is the difference between ITIL role and agent_itil role .