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Run a report on Time worked

Hi,I would like to run a Weekly report based on the "Time Worked" of each ticket that has been handled by my Group (queue) and if possible each user in that group. Ideally this would have to cover all forms of Tickets (Incidents/Requests/Changes) etc...

simonfurnish by Giga Contributor
  • 6782 Views
  • 8 replies
  • 2 helpfuls

Resolved! Extend CI attributes

It has been a while since that I done this - so this is probably a dumb question - I believe there is a way to extend attributes from a Parent CI - cmdb_ci to the child CIs cmdb_ci_win_server, cmdb_ci_vcenter, etc. Specifically, I want the field "CPU...

aprilj by Kilo Contributor
  • 1878 Views
  • 3 replies
  • 1 helpfuls

Staffing size

How large is your organization and how many ServiceNow administrators and developers do you staff?Also, if your organizations has dedicated staff for specific ITMS functions (incident, change, problem, asset, CMDB, knowledge, etc.) I'l love to hear h...

leonarda by Kilo Contributor
  • 1302 Views
  • 3 replies
  • 0 helpfuls

Dot walk fields in XML export of a record

When we export a record in XML format, it includes all fields of that form by default. However, fields that have been added by dot-walking are not visible in XML view of that record. Is it possible that a field added by dot-walking, either in form vi...

Harisharan by Tera Guru
  • 1302 Views
  • 1 replies
  • 0 helpfuls

Changing SLAs

We just went live on a reimplementation a few weeks ago and we realized our SLA Definition are now what we really want. They are reporting off of Closed not Resolved. We would like them to be resolved for several reasons. One, because we don't allow ...

kerr_jamese by Tera Contributor
  • 2510 Views
  • 3 replies
  • 0 helpfuls

Resolved! cancel all awaiting aprovals

It seems if a change is canceled that approvers still have an outstanding task to approve a job which approval is now no longer required.I thought it would be a buisness rule, but that didnt seem to work.can someone advise the best way that if a a ch...

Richard P by Mega Guru
  • 3288 Views
  • 10 replies
  • 1 helpfuls

Resolved! Inbound Email Actions - able to match an existing incident based on a ticket number from previous ticketing system being migrated over to SN?

We are migrating over to SN from a previous ticketing system.   Part of the migration will involve tickets that are already open in the old system, and clients will be expecting to still be able to reply to the old ticket subject lines for those tick...

bcronrath by Kilo Guru
  • 5406 Views
  • 35 replies
  • 2 helpfuls

Resolved! Modify OOB ACLs

Hi Folks,Apologies for this stupid question (yes I know the only stupid question is the one you don't ask!!)We've always been advised never to modify anything oob as it affects upgrades.   I assume the same goes for ACLs - is it best practice to copy...

shonamac by Kilo Expert
  • 2708 Views
  • 4 replies
  • 2 helpfuls

Resolved! Inbound actions - cc/bcc

Hello,I have a inbound action that runs first that logs calls from a certain email address to a particular task list, then it will continue and process the Incidents etc.So Inbound Action Condition is:     Recipients contains email.address@domain.com...

Dan Brown2 by Kilo Sage
  • 2383 Views
  • 1 replies
  • 0 helpfuls

Setting Due Date Field

I am attempting to set the due_date field on the catalog requested item form to pull from a user created field (u_planned_completion_date) on the sc_task table.   Preferably, if the item has multiple tasks, it would use the last Planned Completion Da...

jcsmith by Kilo Contributor
  • 7129 Views
  • 16 replies
  • 2 helpfuls

Change Approval via email

Hi All,How can i send a reply mail to the approver if the group approval is already done? Let me elaborate, For group approval, if one person approves, rest all group related approval records set to No Longer Required. In this situation, if another m...

Community Alums by Community Alums  
  • 1376 Views
  • 3 replies
  • 0 helpfuls

Resolved! How to get current activity count of workflow

Hi, I have a workflow and I have set the max activity count to 200.And I want to know the current activity count for a specific request.Is it possible to get the current activity count for a specific workflow so that I can tell the user that the max ...

Tadz by Tera Guru
  • 2789 Views
  • 2 replies
  • 0 helpfuls