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We have recently implemented Change and Incident Management. I have been asked to modify the Incident form, so that more than one Change Request can be linked to a single Incident. We have situations where an incident is logged, and several distinct ...
Hello all,I am wondering if some folks here have discovered that there is much more to creating SLA/OLA/UC's effectively. How have you configured the start, stop, and pause conditions so that things run correctly? For instance I have had SLA's that f...
I am working on creating user provisioning request using Service Catalog. I've created a filter using a Reference Qual on a reference field (department) so that when a specific company is selected in the company variable only the departments for that...
Hello,I would like create a simple report (simple to ask, maybe not simple to do!) that shows all CI changes for a given period…maybe a "Last 24 Hours" report, and a "Last Week Report". Eventually, I would like to create a report that narrows the cha...
What is the definition of the sys_updated_on field? I have been querying tablesusing the sys_updated_on field to get Incidents, Problems and Change records thathave been updated after a certain time/date. However, I came across an instancewhere I mod...
I am using a variable called 'quantity' on all of my catalog items. I would like this value to be used from the point of "add to cart" or "order now" being clicked when an item is being ordered. I have successfully created a catalog client script to ...
So I am looking for some input on how people are using change management when it comes to MS Windows updates. Our process is paper still for this. Currently we have 280 different times when updates are installed on the 1000+ servers over the span of ...
Hi All,I am trying to export data from Incident table, by choosing the option 'Export to-> Excel,Pdf'.I am having queries related to this:1)https://instance_name.service-now.com/incident.do?EXCELIs there any limit on the number of records which can b...
It is possible to show a different view of a list based on a role? For instance in change management, you can look at all tickets. I would like to have different list layouts based on a user's role. so developers will see a different set of columns i...
The software (cmdb_ci_spkg) and application (cmdb_ci_appl) classes seem to be very similar. I see where both classes have extended tables. From our initial test runs using Discovery, it seems the software class is populated more often than the applic...
We need a report that captures the date/time a task was assigned to a person. Is this information stored on the sc_task table? If so, which field is it? If not, what table do I use to report on this information?Thanks.
We've got a process whereby we can email the customer through Service-Now to ask a question, then if there's been no reply after five working days (7 actual days), a reminder is sent, then after 10 working days (15 actual days) the incident is closed...
Hello Community!Once again, I have a strange question that needs answering.Scenario:When defining a relationship for a CMDB CI, you have a filter above the slushbucket and gets set with default values:(Class is a Circuit && Site is anything && Operat...
ITIL v30 identifies the need to use different processes for incidents and service requests. ITIL (SO 4.3.2) also indicates that Service Requests can be handled through Incident Management process, and that a classification system can be used to disti...
I am a total newbie....so be forewarned. I would like to associate a Data Source to an existing Transform Map.On the Data Source screen I can create a new Transform Map, but don't know how to designate an existing map.Thanks for all your help...B.
