Is it possible to edit a work note on a closed incident by an analyst with the itil role? I have created a ACL for the Incident table for the work note on the task table. This was a write rule where if the incident state was closed and the user was a...
Does anyone know how to upload SLA durations from a spreadsheet?When I export from SN, the system converst to seconds, e.g. 86400 for 1 day.But, boy oh boy, does it not like it that way on import. When I upload new SLAs from a spreadsheet (xls format...
My requirement is to create a priority matrix that calculates the urgency of a problem. I was able to configure the one in Incident, but now I need to do one for Problem. Any help will be greatly appreciated.
How to add more dependent values to one choice field?
Hello all, My team will be migrating to ServiceNow and a new phone system in the very near future. Unfortunately ServiceNow will be rolled out first which means we still will have voicemails being pulled out of our exchange inbox. How do you or mayb...
Hello - I am have a "user approval" activity in my catalog item's workflow and I want to use conditions to state who the approval should come from. I can script the conditions, but I don't know how to script the approval parts. It should look somet...
Has anyone been able to build a dynamic regex string in a Catalog Client Script to validate an entry in a service catalog field. We want to check that the IBAN field is filled in with a country-specific two letter prefix and be a country specific len...
On the incident form there are two tabs at the bottom that appear to be for related records. One is "Child Incidents" the other is "Incidents". The current incident is set as the parent to any incident added on the "Child Incidents" tab via the "pa...
Is there a way to prevent/remove special characters from displaying in the Short Description (string) field on a form? For example, users are able to copy and paste a title of a knowledge article, including the star rating. This is then carried throu...
Hi Assume that the user resolved and saved the last incident, which placed him on the "Closure Information" tab/section.When he opens another incident or starts a new one, he should always focus on the "notes" tab/section, not on the "Closure Informa...
Hi, Is there a way (i'm guessing via a script) that the email client can automatically add all attachments on an incident record when a new mail is created? Alternatively, is there any method of adding attachments sent via the email client and copyin...
I created a new category in the incident screen but i'm not able to create a subcategory choices when i select the category. I'm following the process for Istanbul https://docs.servicenow.com/bundle/istanbul-it-service-management/page/product/incid...
HiI have create Data look up Defintions similar to Incident for Priority field, its not working for change form , its working fine for incidents. Release Helsinki.Any Leads.?TIA
Hi All: Work notes are visible for the requesters in incident on Service Portal page. When I add a work note it will be visible for the requester and can see it. When I asked they said that this problem will be fixed when you upgrade your instance fr...
I am trying to define an ACL for problem management as follows. · If "Smith" is entered in the "assigned_to" field, Smith can have authority to read / update that record · Conversely, if "Smith" is not entered in the "assigned_to" field, Smith can no...
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