We are trying to use the Agile / SDLC module to track our development work against the platform, creating enhancement records and defect records, then creating stories and linking them to a release.The process is pretty rough around the edges, but it...
How to capture only those tickets that were downgraded from different priorities with some basic info like from 'Priority 1' to ''Priority 2' and by whom & when, in a report format?This info is however available in worklog, and stored in incident_met...
What do most companies use for Root Cause Code choices listed in Problem Module? More than five choices offered?
Hello all, Quick question I was hoping someone might be able to shed some light on. We've set up basic SLA's in the system, and all seem to work ok unless a ticket is opened and resolved in the same instance (e.g. without creating, saving, then going...
Could someone please explain the difference and usage of Variables & Fields?For me it looks like variables are meant for catalog items and visible for normal users and Fields are meant for ITIL users/assignment group members. Is my understanding corr...
Can anyone help me how to find Sys_Properties option in application navigator, or how to enable this feature and how to disable the response time by setting the glide.ui.response_time property to falseI am using service now express trial instance.
Hi SNC,For those who are not yet drowning in Christmas celebrations:)A question which has been commented in some posts here, but has no clear answer, so I decided to gather some opinions here.We are in the state where we want to clean up our CMDB a l...
Hello everyone,I have created a 'Database view' to join Problem and associated Problem task table to run a report that displays all the open problems along with their tasks if any. The Database view runs well so does the report. However, when I group...
Hi,I have a requirement where, I need to grant access to ITIL user where the user can add new Category and add list of values to Sub-Categories. I checked the documentation and it says only Servicenow Admin role can perform it. Can you please help me...
I attached a screenshot of what I see when I impersonate him. Thank you!
ServiceNow only keeps track of Originiating Group and Assignment Group. Does it also keep track of groups who "touched" the ticket?
I've been working on this inbound email action. I set up a forward on our mail server to take anything from servicedesk@company.com to @service-now.com. That is working fine, however, the servicedesk does receive SPAM email and I don't want to create...
Hello,We need to define new SLA's in the new year. I have never worked on SLA's and we need to define SLA like 16X5 or 20X5.Right now I see the existing SLA schedules as 8-5 weekday and timezone is floating. How do we define SLA for 16X5? What schedu...
Hi, I would like to know how to get the date and time that an incident was last assigned to a queue (Assignment Group) from the incident_metric table. I actually want to work out how many hours it took to resolve a ticket from the time it was assigne...
We have a field class on our table that is a type of 'email'. How do I increase the max length the field will accept? I went into the field class table and set the length value on email to 200. I have also tried an attribute max_length=200; but...
