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Work notes list not visible for non-ITIL users

Scenario:I have a custom application I created that uses a table extended from the tasks table. It has a specific user role so only those users with that role can use it. They do not have the ITIL role.Issue:On my form I added the "Comments and Work ...

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Jeff Schodde by ServiceNow Employee
  • 5577 Views
  • 11 replies
  • 0 helpfuls

Resolved! List results will not display for one of our ITIL users

This morning when one of our Service Desk users logged in, he was unable to display list results. It shows the list search parameters at the top, and indicates the number of results, but the list itself is blank. He has tried clearing his cache, usin...

Resolved! How to add caller.user_name to global text search

I would like to be able to write a User ID in global text search, and see all incidents where the user id is 'caller' or 'assigned_to'.How to achieve that?I tried adding the attribute: ref_auto_completer=AJAXTableCompleter,ref_ac_columns=user_name,re...

MID Server Decommissioning

We have recently upgraded our Windows-based MID servers in all of our instances. We are now tasked with decommissioning the old MID servers so they can be removed from our environment. What is the proper way to remove these old MID servers from runni...

rueben by Tera Contributor
  • 2868 Views
  • 3 replies
  • 1 helpfuls

Resolved! Reference Table foreign key

Hi,I'm a newbie to ServiceNow and this might be of basics.I have a monthly meeting form where we record multiple complaints.I created 2 tables - MeetingInfo & ComplaintsInfo.MeetingInfo has a column "Complaints Info" of Type List - Reference to Compl...

tkrishna29 by Giga Guru
  • 3446 Views
  • 7 replies
  • 2 helpfuls

Resolved! What is best practice for configuring SLA Definitions?

The screenshots attached show our current SLA Definitions. We are experiencing inconsistencies, where with Incident Response we are seeing new values being created when no values have technically changed. We think the stop condition is misconfigured ...

Run a report on Time worked

Hi,I would like to run a Weekly report based on the "Time Worked" of each ticket that has been handled by my Group (queue) and if possible each user in that group. Ideally this would have to cover all forms of Tickets (Incidents/Requests/Changes) etc...

simonfurnish by Giga Contributor
  • 7009 Views
  • 8 replies
  • 2 helpfuls

Resolved! Extend CI attributes

It has been a while since that I done this - so this is probably a dumb question - I believe there is a way to extend attributes from a Parent CI - cmdb_ci to the child CIs cmdb_ci_win_server, cmdb_ci_vcenter, etc. Specifically, I want the field "CPU...

aprilj by Kilo Contributor
  • 2197 Views
  • 3 replies
  • 1 helpfuls

Staffing size

How large is your organization and how many ServiceNow administrators and developers do you staff?Also, if your organizations has dedicated staff for specific ITMS functions (incident, change, problem, asset, CMDB, knowledge, etc.) I'l love to hear h...

leonarda by Kilo Contributor
  • 1560 Views
  • 3 replies
  • 0 helpfuls

Dot walk fields in XML export of a record

When we export a record in XML format, it includes all fields of that form by default. However, fields that have been added by dot-walking are not visible in XML view of that record. Is it possible that a field added by dot-walking, either in form vi...

Harisharan by Tera Guru
  • 1386 Views
  • 1 replies
  • 0 helpfuls