We need a report which lists all the incidents, tickets, problem, support ticket etc worked on by a specific assignment group in a month. This report will be most useful to IT Service Desk team which is assigned many tickets and after the initial ass...
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...
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...
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...
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...
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...
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 ...
I am trying to pass Variable Sets to the request from an order guide. I have tried cascade variables, but having no luck there. Is this something that will need to scripted or run as a WF?It is not the Items Variables that I am struggling to pass, it...
Hi All,I realize this is somewhat of a broad question, but we're trying to discern how ServiceNow expects large organizations to handle incidents. The out-of-the-box watchlist allows users to simply view the original caller's task ticket, but not com...
I'm looking for a way to invalidate a user session on our ServiceNow instance to force them to relogin without locking their account. I have not been able to determine a way to do this either in script or via the user or logged in users form.Does any...
Hi All,I have a record producer. I want to navigate/open the record producer page via a UI Action (form button) and prepopulate value on a particular fieldExample: I have a ci record open (cmdb_ci) and i have a button on the form. When i click the bu...
I need to create a report of ALL tasks worked on by my group. There are three people that I need to run the report against (these people are in the assignment group). I want to see ALL tickets worked on by each user at a given time such as "Last Week...
Hi Team,I would like to change the background color of the process flow as like the header color. Want to update the background color for the completed phase only instead of marking the phase with Tick mark.Version: HelsinkiPlease share your comments...
Hi all - Hoping somebody out there has experienced something similar or is able to provide some guidance. SummaryTwo risk assessments have been configured for users to complete during the change process, one during the assess state and the other duri...
Hello All, In my service catalog item workflow, I check if the requester is the group manager of the group for which request is to modify or deactivate group. If requester and group manager is admin, then there is no problem is workflow. But if reque...
