Resolved! no default on impact and urgency
Hi I would like to remove the default P4 when incidents are logged by the service Desk team as they are not always changing this to the correct impact and urgency. Can this be done?
Forum Posts
How to fix NaN error?
Hey guys, I have a script include as follows: var ourcompanyClientDateTimeUtils = Class.create(); ourcompanyClientDateTimeUtils.prototype = Object.extendsObject(AbstractAjaxProcessor, { withinBusinessHours: function() { var retVal; // Return v...
Large Historical data migration
We are in the process of migrating away from our current ServiceNow implementation to a new implementation but would like to retain our Task table in the new implementation as a separate table for reporting. The current Task table has over 2 million ...
Creation of multiple Sub tasks in order under multiple Parent Tasks
Hi I have a requirement to create sub tasks in order(Once the first sub task is completed, the other gets attached) under multiple parent tasks. Scenario:Based on the List collector field input on catalog item, I am creating multiple tasks under sing...
How to restrict list view of records using ACLs
Hi All, i am using the below script to restrict users to access a module var hasPriv = getUserDiocese();if ((hasPriv == true) && (gs.hasRole('admin') || gs.hasRole('itil'))) { answer = true; } else { answer = false;}//This function gets the logged...
Resolved! On hold reason field displays previous choice after save.
Have added a choice in state called 'On hold'. Have created a UI Policy based on this - that will display a mandatory field called 'on hold reason'. Have added choices to 'on hold reasons'. When I select 'on Hold', the 'on hold reason' field appears,...
ServiceNow Best Practice for major outages
We are currently on Jakarta, considering an upgrade to Kingston What is the Best Practice from ServiceNow on handling an Outage. Definition: Outage An issue that prevents 25% of a department from functioning properly, or one that directly affects r...
How to configure SLA on catalog task for individual catalog item?
Hi Community, There is a scenario in which it is required to apply an SLA on the catalog task table, to monitor the time taken by the fulfullment group(s) on the tasks. There are a number of catalog items for which this is is required, each having ...
Resolved! Conversation history not being show in Service Portal
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...
Resolved! 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, Any suggestions to achieve this ?
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...
Resolved! Combining "incident and task" listings into one centralized workspace
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...
Resolved! Calculate Display Name on alm_asset
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()...
Updating SLA start and breach times
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...
Resolved! Is it possible to have internal and external attachments?
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...
Resolved! Knowledge Base Article redirecting to another
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...
