I want to create two SLAs based upon the Incident Response and resolution. My Business hours are Monday-Friday 6 AM - 6PM.If a P1 Incident is created within the Business hours (till 5:59:59 PM)) then its response time should be 15 min and resoultion ...
Hi,Can any one explain difference between Business Duration which is available on incident table and Actual elapsed time which is available on task_sla table. The output of these two fields should be same or what?ThanksPrasad
Hi all,my question is How servicenow implementation is any organisation?what are the steps in this implementation?what features that organisation gets (ITSM) after the successful implementation?
Hello Servicenow Community,I'll keep this open ended: I'm trying to figure out the best way to kick off an Email Notification to the Assigned To and Assignment Group of the task after a task has been open too long (notice I didn't say the SLA has b...
Using a workflow, I want to create a new record on a table. However, this is creating multiple records. In addition,I would also like to create a new record related record in the related table of proc_po_item.var gr = new GlideRecord('proc_po');gr.qu...
Hello,My Assignment Group field Tree Picker view from the Incident and Change tables is only showing assignable groups (right image/2nd image). However the exact same field from the Task table is showing all available groups within the Tree Picker;...
I'm looking to take that tag off of additional comments within incident_task. The way I have the tasks set up, notifications via incident_task.additional_comments only go to the task level watch list. Some of my resolvers aren't using additional co...
Hi,I need help with the transform script logs. Currently I am updating a bulk of assets and I need to put in logs to check.I need logs to check which assets have been updated and which assets have not been updated in the transform.Any suggestions are...
How can we add icons to categories as shown below for service portal Istanbul version.Where do we need to customize in SC Categories widget under spCategoryListItem
Hi All,I have created a SLA workflow and attached it to response and resolution times of newly defined SLA's.The workflow is working as intended and I'm receiving notifications when the incident is assigned to a group and the assignee. However, I'm h...
Hi Community,We are planning to do SSO implementation sometimes end of the year. Currently users are authenticated through Active directory.Has anyone implemented SSO using Active directory? Do i need to have ADFS to implement SSO? Is there any easy ...
I'm brand new to ServiceNow, we haven't even gone live yet, so please be patient with me. I'm trying to find where I can change some setting so that when incidents are assigned to a user from the list view the status of the incident the state to r...
I have a requirement to make certain fields mandatory but allow updates to other fields without fulfilling the mandatory field. Example: Risk and Impact field is mandatory before it can move to the approval state but need the field to be highlight so...
Hi All,I was working on a script, and I am facing difficulties in looping through the result set. PFB codevar stageUsers = GlideRecord('sys_user');stageUsers.addQuery('u_first_name','CONTAINS','test');stageUsers.query();var userArray = [];while(stage...
Hello All,I am not very well versed in scripting at all and I need some help from the community.I am trying to restrict the lowering of a priority on incident tickets by technicians (which increases the SLA).I have created a role that I will assign t...
