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Best Practice - When to open Problem ticket?

Good day!By default, ITIL user can open Problem ticket from an open incident ticket. Is this consider best practice? Should we expect the team to work on an incident and try to meet the SLA by restoring the service? Both will start counting time towa...

JLeong by Mega Sage
  • 1825 Views
  • 1 replies
  • 1 helpfuls

Resolved! Having checkboxes in survey pre-selected

Hi,I am building a daiy checklist using the ServiceNow survey designer, and have come across two (hopefully) minor issues, and I'm not sure if they can be fixed so would love to hear other people's solutions for this.- How do you create a "category" ...

Ahmad6 by Giga Expert
  • 1749 Views
  • 3 replies
  • 0 helpfuls

SAML logout error

We have setup the SAML - Service Now integration and enabled SSO.Whilst there are no issues with the SSO login, we get the "SAML error message" when the system auto logs out a user due to inactivity.Note that we see the intended logout page when we m...

Resolved! How to populate Location Fields in Requested Items?

Good Afternoon,My company is running SNOW\Helsinki. My question pertains to the Service Catalog. Whenever you filter Requests or Request Items the location field is blank. Whenever you access a Request, the location field is blank. How do I enable th...

1-team by Giga Contributor
  • 2162 Views
  • 7 replies
  • 0 helpfuls

Service Portal Widget for Planned Outages

Hello all, I am having an issue with getting a widget that I copied from the Planned Maintenance widget to work in the Service Portal. I am trying to show the current active Outages in the portal based on the Short Description not the CI. We don't ha...

Outages.PNG
YenGar by Mega Sage
  • 3045 Views
  • 5 replies
  • 0 helpfuls

Resolved! Coalesce rules on multiple fields import transform map

Hello,We are in the process of setting up an integration with SCCM to import CI records.We have decided not to use the out of box plugin, since it pulls in more information than we need also there are known issues as described in this post https://c...

Katie A by Mega Guru
  • 4673 Views
  • 4 replies
  • 2 helpfuls

GlideSessions.lockOutSessionsInAllNodes

Hi,I do not find any documentation regarding "GlideSessions.lockOutSessionsInAllNodes"we have created two UI pages.In 1st UI page we are authenticating users by taking username and password as input and we are trying to log that user (whose username ...

suvro by Mega Sage
  • 1937 Views
  • 1 replies
  • 2 helpfuls

Users cannot see work notes

Hi, We are having an issue at present in our dev instance. When a user opens an existing incident not opened by themselves or in their queue they cannot see the work-notes or additional comments? If an admin or the user who created the ticket opens i...

rf1983 by Kilo Contributor
  • 5677 Views
  • 3 replies
  • 0 helpfuls

Could not validate SAML Response

Hello Folks,I am trying to integrate ServiceNow with Windows Active Directory (Server 2012 R2). I did the following steps based on wiki tutorial Configuring ADFS 3.0 to Communicate with SAML 2.0 - ServiceNow Wiki so far1. Configured ADDS, ADFS, DNS, ...

jpavanaryan by Tera Expert
  • 11591 Views
  • 14 replies
  • 0 helpfuls

Resetting Approvals in Change Management

Hi All,Hoping somebody can provide some input into something we are trying to configure. Within change management there are a number of mandatory fields. If somebody modifies any of these fields the workflow should start again.Therefore, how do we st...

Invoke by Kilo Contributor
  • 1985 Views
  • 2 replies
  • 0 helpfuls