We are using the Service Portal for our ESS users and we have created email notifications with instructions in the bottom that will take our end users to the Service Portal homepage with instructions on how to find their incidents or requested items....
If the priority is updated, a new SLA is generated and the old SLA is not cancelled. Start condition: based on priority and state Cancel condition: Based on state Pause : Based on state How can I cancel the old SLA Thanks
Hello friends, I've been looking for content on this subject and am not really finding anything, so I thought I would get the discussion going. My company currently uses surveys/assessments on incidents and requests. For incidents, it's straightforwa...
I'm working on how to change the way priority calculate. I already know how to change it based on other field, but my boss said he want to take it "dynamic". I created a field in choice list called [u_important], which value range is from 1-5. ...
Hi, I am trying to figure out if it is possible to convert a request record to a change request either by adding the option to the UI menu on the request record or possibly by using a workflow. I am working with Kingston. If it is possible to convert...
I just noticed that our list and widgets show blank assigned to fields as (empty) now instead of just having no result. Last week it just showed blank. I checked and there was a london patch that went in on the 20th, but i am wondering how to get i...
We are currently using email from a base-table. (e.g. incident) and when you press on the mail-button it opens the email-client (with prefilled a signature). in the email-screen, we then would like to select a choice. and based on that choice it adds...
Dear Colleagues, I need your advise in one huge topic that I am currently facing on. In my company we have ServiceNow since 2011, it's pretty old, huge and higly customized environment. Right now we are on Kingston. We just begins the decustomization...
Hi everybody, I am configuring a notification using the Default SLA Workflow. I use the "sla.warning.breach" in the notification, I select the incident table. I have 3 questions : 1) Do I have to change or create a BR or a script action to make it a...
Hello everyone. I'm looking for a way to track SLAs for our clients to ensure we are providing our clients with timely updates. Trying to create Subsequent Updates SLA definition for P1 2 hours P2 4 hours P3 12 hours P4 24 hours P5 ...
Hey Everyone!So, I have a scheduled job that runs - to auto-close resolved cases. When it first was put together for Go-Live, it was supposed to be set for 5 business days, however (before i took this current position), it was set for 1 business day ...
I am new to ServiceNow. I have a field, "Due Date" that I need to add to "Worker Tasks", can someone assist me with the best steps to accomplish this?
Hi, what is the difference between cascade variable and variable sets. UI action: I selected one user from the Users List and selected the above option from list choice, I want to get the selected user details (name, email etc) in my script. Regard...
Hi all, I've got a service catalog item that contains a variable for the user's location. This variable is a Reference into the cmn_location table. So far, so good. When the user clicks on the browse icon, a list of available locations appears in a...
Hello, The IT department (Tier 1) are assigned HR related incidents (as an example, employee exit) that are category "Exit". I want to to restrict who can see those incidents (Category Exit, in this example but i have several categories i need to do ...
