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Make problem_id field editable in incident form

Hi, when an incident is set to State = Closed, all fields become read-only for an itil user.I have a requirement to make the field problem_id editable for closed incidents.Via trial and error I achieved it in a PDI via ACL changes, but it made severa...

phenkry by Tera Contributor
  • 863 Views
  • 10 replies
  • 0 helpfuls

CI for tape drive?

Hi all,We are importing our spreadsheet based CMDB into ServiceNow, however we are unable to find a table for devices like tape drives. We're putting them under "Storage server" for now, but that's not the correct category for them. What do people no...

con1 by Kilo Contributor
  • 2493 Views
  • 6 replies
  • 0 helpfuls

SLA/OLA on Catalog Tasks

Hello. I will be implementing SLAs/OLAs on Catalog Tasks.  We have hundreds of catalog items.  I have had a few suggestions and ideas as to how best to organize SLA level tasks, and I'd appreciate any input you may have.  The ideas for organizing tas...

DFAV by Tera Contributor
  • 2562 Views
  • 6 replies
  • 7 helpfuls

Plain text annotation messy display in a form section

Hello, I try to display a paragraph as a plain text annotation in a form section located in Change Request table. How and where can I configure the font size, the text direction and all of these paragraph configurations?Only found a sketchy way to in...

RonAlmog by Tera Contributor
  • 617 Views
  • 3 replies
  • 0 helpfuls

How to store data from a record producer without a custom table?

Hello, I am trying to gather information from a user in order to populate a PDF via document tasks. I'd like to gather all the information using a record producer and some subsequent forms, prepopulate the PDF, and then assign it to the appropriate u...

EJ13 by Tera Contributor
  • 357 Views
  • 1 replies
  • 0 helpfuls

Inbound Email action in dev environment

Hi,There is  a requirement for me to create an Inbound email action. So, for this I created the email account in production and authorized it. The connection was successfully established.Now I exported this email account from Production to dev enviro...

satya30 by Tera Contributor
  • 585 Views
  • 6 replies
  • 0 helpfuls

Servicebridge Additonal Commanets

 In our system, when a case is created in the provider instance, a corresponding incident is generated in the consumer instance via RTD. During this process, additional comments from the case in the provider instance are automatically synchronized to...

Vinay49 by Tera Expert
  • 288 Views
  • 2 replies
  • 0 helpfuls

Field visible to a group in a field on Change request

Hi Community,So I have to make change request planned start date (start_date) on the schedule tab editable only to the users in the group which is present in custom field in the change request form. The field change request planned start date (start_...

Resolved! Report to check duplicated user accounts (records)

HiI have created a report to check the duplicated user accounts. To achieve this, I've created a new script include to return all the duplicated records by my field "Global ID".   To check if the script is correct, I ran it inside a background script...

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Andr_1 by Tera Contributor
  • 504 Views
  • 3 replies
  • 0 helpfuls

Reassign cases to another group AWA

Dear community,Hope you are doing well & good !"I am looking for a solution to reassign cases to another group when a skilled individual is unavailable online, as per the skill-based assignment rule in Advanced Work Assignment (AWA) in ServiceNow. Co...