Newbie questions: How to keep track of all the tickets that passed through our group?
ServiceNow only keeps track of Originiating Group and Assignment Group. Does it also keep track of groups who "touched" the ticket?
Forum Posts
Inbound email action - trusted domain
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...
Resolved! How to define 16X5 SLA?
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...
Resolved! Date incident last assigned to queue
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...
Resolved! Email field class is limiting characters to 32. How to increase the max length?
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...
How to manage Timezones in Scheduled jobs
Hi, i am running scheduled job daily. I am fetching change request records when current date in more than Planned start date. But it is not working as per expected. Planned start date is 7 or 8 hours different from appearing in the form. I am not und...
Resolved! list collector - configure fields displayed underneath
If you take the OOTB department table, and put this as a list collector on a catalog item; when you select any item in the list collector - information is displayed about that item underneath:whereas for a custom table. it only displays the "Display=...
REST POST - Reference Field Display Value Issue
SNC Community, We have an external system using the Table API to create a record on a table in ServiceNow.How do we pass a name/string value to a reference field and have the reference field display that value? The Reference Field values are not popu...
Resolved! Should a guest account be disabled or deleted?
When you first install a wireless router in your home you are encouraged to change the password to your admin account so others can't get in using that common id and password. By the same token should the generic "guest" account in your ServiceNow ...
Resolved! Service Catalog Request 'Requested for' field
Hi guys,We are building our Service Catalog but when we submit the request, the 'Requested for' field on the Request defaults to the persons name who logged the request.This seems to be set when we go into the dictionary for the 'Requested for' field...
Resolved! How do I set Roles for a Record Producer?
I'm trying to select Roles that can access a Record Producer I want to have in the Service Catalog. I created the record producer from the the documentation http://wiki.servicenow.com/index.php?title=Record_Producer#gsc.tab=0 and it seems like it we...
Resolved! SOAP Insert via Excel VBA
Hi, I have had a requirement to create a new Problem ticket via SOAP using a VBA function in Excel as the trigger dropped on me. I am able to get this working with REST, but I am missing something with SOAP. I'm sorry, I don't have much knowledge...
Setting the Start Time for an SLA
We have client contracts in place that state that the Resolution Starts when the Response SLA has been fulfilled. That is easy to configure as the Incident changes State from New to Open at that point.However, we also have a commitment to redefine ...
DSL
Is anyone using the DSL functionality as part of the Release Application?
After changing a user name the old name still pops up in collaboration
After changing a user name the old name still pops up in collaboration like chat, live feed.... Already did a cache.do do without success. Anyone know if there is a temporary table/cache? Thanks in advance
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