Hello Guys,I was wondering if there is a way to link 2 incidents together in ServiceNow?In case if 2 incidents have something simillar, linking them would give an easy access to related information that could help in investigating/solving those incid...
Hello friends. I have an odd issue,It seems we have an import set running a .csv file that SN has bit off from one of our FTP sites.It starts chewing through this .csv ... but then it just stops ... it hangs ... and then when I go to assess the stat...
Hello,I'm trying to report on actual time that an incident was being worked on but am stuggling to find how to do it. What I am after is the amount of time the incident was open minus the time it was suspended and minus the time we weren't at work. I...
Question: We have a catalog Item and multiple catalog task in a workflow. We are looking for how we can show variables on the catalog task and not the catalog item. We are looking to create a checklist for the person working the cat task but don't wa...
My team works from Mon -Fri in a week and we use Service Now as a ticketing tool. Since we do not have coverage on week ends, the tickets assigned to our queue gets breached by Monday when we are back in office. Is there a way in Service Now tool to ...
I'm looking for the best way to handle cancelling tasks automatically, if the requested item is cancelled or rejected after being approved. For example, if an Offboarding (employee termination) request is entered and approved, and then the employee...
Morning all, Got a question which I don't think is unique but I can't seem to get this working the way I want it. Background info: When a ticket is logged, an SLA is fired (This is normal for all of us and this will not change unless the priority ...
I have a question around foundation data. I have worked in ITIL/ITSM systems for more years that I care to admit, and they all have had one basic thing in common and thats a data model to begin with that if you fill out this foundation data, it provi...
We're adding a custom date field to the cmdb_ci table. Rather than using the date format set in the system properties, we'd like the date in this field to be expressed as Quarter/Year, as in Q1 2011, Q4 2012, etc. This is obviously a special exceptio...
how do I limit the time of when a user can reopen an incident i.e. after 30 days they can't reopen?
Hi all,We want to start tracking our use of mobile devices - blackberries, ipads etc and their relationship linking to its sim cards.How do people deal with this? Do you use accessories or communication devices or something else? how then do you link...
Hello,How do you define what must go through Change as oppose to a Service Request?We're less mature when it comes to ITSM though many folks are on board. A recent topic of discussion is when does something require a change and thus various approvals...
Hi, I created an item with a properly workflow that works very well. The variables of the item encoded in the form appear correctly in the ritm and tasks.In addition, I created a table and a related transform map in order to create ritm automaticall...
How would I a line or two ("returns") between two variables in a record producer? I have two variables that I want to use to populate the short description. I know how to append them to each other, but is there a way to add a couple of lines of blank...
I see there's a Script Include that runs when you press the Test Connection link on the LDAP Server page. We are writing a scheduled job to check the connection intermittently and alert us if the LDAP connection is severed. Below is the relevant ...
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