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Since service request(Requesting for Info\Data Load\Report etc)\catalog request(Requesting for Access\Requesting for Hardware) are two different things,i think we should not be using Service Catalog to raise Service requests.Does service-now provides...
What is the best approach to setting cancelled incident tickets to Non-Active?
Hi,I have a problem with the list_updater role which allows to update selected or update all function. The user has the view on the application module "My Groups work" or "My Work" which displays all tickets assigned to the user or the user's workgro...
Hi All,This seems pretty simple, but I've been getting a run around in the documentation...I have a catalog variable set called short description that has one variable, short description.I want to make this variable become the sc_req_item's short des...
We would like to add shared folders/directories to our CMDB as CI's, and I'm not sure how they should be classified. I don't see very much on the WIKI or the forum about this topic, so I wanted to ask for ideas or suggestions. Is anyone doing this no...
Hello,I update the list of incident state to reflect what my company uses. I did this by deleting all the default states, and adding the customized list. One of the state is "closed", which is pretty self explanatory. However, when I set the incident...
We have recently implemented Change and Incident Management. I have been asked to modify the Incident form, so that more than one Change Request can be linked to a single Incident. We have situations where an incident is logged, and several distinct ...
Hello all,I am wondering if some folks here have discovered that there is much more to creating SLA/OLA/UC's effectively. How have you configured the start, stop, and pause conditions so that things run correctly? For instance I have had SLA's that f...
I am working on creating user provisioning request using Service Catalog. I've created a filter using a Reference Qual on a reference field (department) so that when a specific company is selected in the company variable only the departments for that...
Hello,I would like create a simple report (simple to ask, maybe not simple to do!) that shows all CI changes for a given period…maybe a "Last 24 Hours" report, and a "Last Week Report". Eventually, I would like to create a report that narrows the cha...
What is the definition of the sys_updated_on field? I have been querying tablesusing the sys_updated_on field to get Incidents, Problems and Change records thathave been updated after a certain time/date. However, I came across an instancewhere I mod...
I am using a variable called 'quantity' on all of my catalog items. I would like this value to be used from the point of "add to cart" or "order now" being clicked when an item is being ordered. I have successfully created a catalog client script to ...
So I am looking for some input on how people are using change management when it comes to MS Windows updates. Our process is paper still for this. Currently we have 280 different times when updates are installed on the 1000+ servers over the span of ...
Hi All,I am trying to export data from Incident table, by choosing the option 'Export to-> Excel,Pdf'.I am having queries related to this:1)https://instance_name.service-now.com/incident.do?EXCELIs there any limit on the number of records which can b...
It is possible to show a different view of a list based on a role? For instance in change management, you can look at all tickets. I would like to have different list layouts based on a user's role. so developers will see a different set of columns i...
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