This may be a basic question, but I'm curious on how other organizations have done to address the concern of an expired SLA being contested?Obviously you could set as many SLA pause criteria as you wanted, or adjust the SLA's per discussions between ...
I am creating a page that shows the out-of-box Form widget, which is supposed to show the conversation history (comments/work notes) of the task being displayed. My problem here is that the Form widget is not displaying the conversation history at al...
Hi, When an email is sent from Email client using [forward], [reply] and [reply all] UI actions on a ticket, The email does not appear into the activity log, But when we send email from using [Email icon] UI action on the ticket it shows email in the...
90% of the time our service desk assigns us a task and the other 10% of the time they assign us an incident. How can we combine the "tasks" and "incident" listings into one centralized listing/workspace. I've tried using the change layout feature...
Hi community. This is my first community post here, so please bear with me I have been trying to change the Business Rule on Calculate Display Name for alm_asset. The current value (default) is: current.asset_tag.changes() || current.model.changes()...
Hi, I am a new entrant in service now world and require your expert opinions. We have a service catalog request for new starters. This request can have multiple request items and while raising this request - we have to provide an "employment start da...
Hi We need to separate attachments on the incident-form, so that some attachments can be seen (and downloaded) by enduser on the service portal - this are the external attachment and other attachments are completly internal and can only be seen on th...
We use knowledge base for creating information about unusual activity and false positives for our clients. With in the Security Incidents section of the Knowledge Base, we have created subsections of each client and for each type of article. Some...
Hi All, I am not a Java dev and I just need some help on how to set a value to be the current logged in user if a checkbox is true Variable is requestor Default value is javascript:gs.getUserID() If checkbox "newuser" is false then I want to set re...
Greetings, The Ask: To be able to pull a report for an individual or assignment group that will show all active incidents for the assigned to or assignment group, and the total length of (calendar) time that the person or group has been assigned the...
Caller field on Incident is showing Inactive Users as-well. Which is the best way to fix this issue? We have identified 2 ways: 1. Changing directly at the Dictionary and add filter as Active is True 2. Changing at Business Rule user Query and adding...
Hi, is it possible to search a particular record from List of total records Usually what we do for particular record in Number Column search we will mention Record number so then it will displays record if that record was available in list , as th...
Hi All, Does anyone have implemented a solution for Change Management that they won't be able to move the change for approval unless they have completed the Risk Assessment (plugin is activated)? So it's like the change is submitted but once they cli...
Hi Everyone, By default there are 2 catalog tasks has generated in an RITM. I need to remove a stask and need to stays with only 1 catalog task. Note: Not used workflow for it. PFA Thanks, Anu
I work for a huge corporation and my regional service desk received a ticket a month ago where the user is also working in SNOW , handling legal tickets. The legal team has changed their telephone number and they need this to reflect in the auto-gene...
