Resolved! When logged in as an Admin, I can't see any users listed under and unfiltered view of User Administration>Users.
However, when I impersonate a user with the same roles, I can see all of the users. Any idea what the problem could be?
Forum Posts
Problem Records vs Defect Records - When and how use which/when
We are trying to use the Agile / SDLC module to track our development work against the platform, creating enhancement records and defect records, then creating stories and linking them to a release.The process is pretty rough around the edges, but it...
Downgraded Incident Capture in Report
How to capture only those tickets that were downgraded from different priorities with some basic info like from 'Priority 1' to ''Priority 2' and by whom & when, in a report format?This info is however available in worklog, and stored in incident_met...
Resolved! Changing the "Save" button behavior
Hello, Happy New 2017!I would like to ask if there is a way via which the "Save" button behavior can be changed in ServiceNow. Let me describe my request:I am using Helsinki, Patch 7. If I use the "Save" button on a page — the task gets processed and...
Resolved! What do most companies use for Root Cause Code choices listed in Problem Module? More than five choices offered?
What do most companies use for Root Cause Code choices listed in Problem Module? More than five choices offered?
SLA Problems
Hello all, Quick question I was hoping someone might be able to shed some light on. We've set up basic SLA's in the system, and all seem to work ok unless a ticket is opened and resolved in the same instance (e.g. without creating, saving, then going...
Variable vs Field
Could someone please explain the difference and usage of Variables & Fields?For me it looks like variables are meant for catalog items and visible for normal users and Fields are meant for ITIL users/assignment group members. Is my understanding corr...
Sys_Properties
Can anyone help me how to find Sys_Properties option in application navigator, or how to enable this feature and how to disable the response time by setting the glide.ui.response_time property to falseI am using service now express trial instance.
Resolved! Delete or deactivate Configuration items?
Hi SNC,For those who are not yet drowning in Christmas celebrations:)A question which has been commented in some posts here, but has no clear answer, so I decided to gather some opinions here.We are in the state where we want to clean up our CMDB a l...
Resolved! The count shows non zero value in reports on a table created using 'Database view'
Hello everyone,I have created a 'Database view' to join Problem and associated Problem task table to run a report that displays all the open problems along with their tasks if any. The Database view runs well so does the report. However, when I group...
Resolved! need to grant user access to add new category and sub-category for Incident Management
Hi,I have a requirement where, I need to grant access to ITIL user where the user can add new Category and add list of values to Sub-Categories. I checked the documentation and it says only Servicenow Admin role can perform it. Can you please help me...
Resolved! I have an ITIL user that cannot see the top of any Incident forms. I can see them fine.His rights are correct. Anyone know how to fix this?
I attached a screenshot of what I see when I impersonate him. Thank you!
Newbie questions: How to keep track of all the tickets that passed through our group?
ServiceNow only keeps track of Originiating Group and Assignment Group. Does it also keep track of groups who "touched" the ticket?
Inbound email action - trusted domain
I've been working on this inbound email action. I set up a forward on our mail server to take anything from servicedesk@company.com to @service-now.com. That is working fine, however, the servicedesk does receive SPAM email and I don't want to create...
Resolved! How to define 16X5 SLA?
Hello,We need to define new SLA's in the new year. I have never worked on SLA's and we need to define SLA like 16X5 or 20X5.Right now I see the existing SLA schedules as 8-5 weekday and timezone is floating. How do we define SLA for 16X5? What schedu...
