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How to handle requests not in the service catalog

We're fairly new to ServiceNow and currently have a limited number of catalog items built out in our end user accessible catalog. We do have a portfolio of overall services but not all the corresponding catalog items and related tasks built out.   Re...

markyeatman by • Kilo Contributor
  • 4093 Views
  • 8 replies
  • 5 helpfuls

Resolved! Auto Numbering

Hi Guys,Got a question on the numbering in servicenow. On the custom app, extended from task, I have numbering. I.E Request Number.I just noticed that when I enter the form, I am assigned the number, example 04311. If I don't take any action and just...

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Resolved! Auto replies on resolved/close tickets

Hello,I am looking to send auto-replies on email that either resolved or closed. I tried the solution discussed in the threadAuto Reply Email for Closed and Resolved IncidentsHowever, the event discussed in the above thread is not sending the auto re...

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shalini44 by • Tera Expert
  • 5913 Views
  • 18 replies
  • 0 helpfuls

Resolved! tracking software licence renewals

We have a situation where some Software Licences are expiring and causing incidents as they need to be renewed.These are "internal" but follow a similar pattern to something akin to QAS (for anyone in UK).They are valid for 90 days and then we need t...

mrswann by • Kilo Guru
  • 9161 Views
  • 5 replies
  • 2 helpfuls

CI Verification and Merge CIs

CMDB and Asset have been separate in my company.   CMDB is in ServiceNow.   Asset is in HP Asset Manager.   We will be migrating all assets to ServiceNow.   Not knowing how CIs and assets will coalesce with each other, I enabled Enforce CI Verificati...

tsho by • Giga Contributor
  • 3668 Views
  • 5 replies
  • 3 helpfuls

Attachments are missing

Currently we are attaching some template to the catalog item form variables and we are allowing our users to download the form from the service catalog and attach it while submitting a request.The problem is that attachment's are missing and this iss...

Do you ask clients to rate your service on resolution of a ticket? Do you give them an option to re-open a resolved ticket? or even an Escalate a ticket on-demand? ...

we're looking to do all the above so planning to give clients to agree or disagree with our resolver groups closing tickets.the plan is to allow the end user to click a happy, indifferent, sad face if they agree that the ticket can be closed .. if no...

paris1 by • Kilo Contributor
  • 2436 Views
  • 7 replies
  • 0 helpfuls

Resolved! UI Action, check mandatory fields.

Hi I have a UI Action in change with a script that checks mandatory fields. But it only checks one fields at the times.How do i set the UI Action to check for all fields onClick.function approval(){   if(g_form.getValue('short_description') == ''){  ...

Thomas Vogh by • Tera Contributor
  • 7739 Views
  • 4 replies
  • 1 helpfuls

CMDB BSM Relationship Best Practices

Greetings everyone,Getting into Discovery + CMDB within my company. Starting relationship building for Business Service Maps and wondering if any standards exist for best practices or examples? Checked Community + Wiki couldn't really find much in th...

Streaming error: java.lang.RuntimeException: Streaming error: com.glide.rest.serializer.impl.JSONSerializer.handleSerializeException(JSONSerializer.java:154) and java.lang.reflect.UndeclaredThrowableException: java.lang.reflect.UndeclaredThrowableExc

I am getting 2 errors while trying to insert fields on CMDB table.java.lang.reflect.UndeclaredThrowableException: java.lang.reflect.UndeclaredThrowableException: com.sun.proxy.$Proxy41.setStatus(Unknown Source)com.glide.rest.handler.impl.ErrorHandler...

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