When a P3/P4 is upgraded to a P1/P2, new notifications need to be issued. It needs to act the same as a ticket that was originally created as a P1 or P2. How can I ensure that this happens. Everything is already in place for the originally created ...
We're currently using a product called Journyx for time reporting, and I'm not a big fan of it. Basically, all we want to collect is how much time did a person or group spend on a project or operational task in a given week, and then report on projec...
I would like to have a role called 3rdparty where if a user has this role they are restricted to tickets where they are the assignment group. Since they will be handling tickets they will need the itil role so we are in compliance with the license co...
I am migrating an application from a different system into Service-Now. I have created the application in Service-Now, and I am using the file upload functionality so that users can add attachments to records in the application. Now I need to import ...
We're going to be launching efforts soon to start building out Service Catalog Items and need to figure out the best, scalable, and efficient way to gather requirements from clients, validate, and refine so we can implement. Does anyone have tips, tr...
After some wonky formatting of my last post I will try this again, your forum does not like any extraneous html tags included: When a service interacts with Service Now via SOAP Web service it would be ideal to preserve white space in the message. Fo...
Hi,I would like to have a condition in my task based on the close state of the task.If the task is close complete I would like to continue the workflow normally, however, if the state is "close incomplete" or "close skipped" I want to end the workflo...
With inbound email actions all the wiki information suggests doing something such as: current.caller_id = gs.createUser(email.from); This is great because it assigns the incident to the user the email came from. What about additional user contact...
Could somebody tell me how does work the next instruccion: gs.getSession().isInteractive()
I have a question regarding Asset Contracts in Service-Now. I see that there is a contract table (ast_contract) which is extended by the warranty, service contract and lease tables. It appears that these tables are associated by the Contract Type fie...
Anyone can add an attachmnet but only admin role can remove them. The remove button shows up for all but when they check the attachment and then click remove, the button goes from black to gray and nothing happens.We never tested this functionality s...
Hi,Using my workflow to create a Catalog Task, I am trying to set its Due date based on a variable in my catalog item.First, I couldn't find my variables in the Fields list in the tree. Specially when the option "duration field" is selectable, I thou...
I am trying to update the assignment group filed on the incident form when user click on a UI action button. The button will only appear if the incident state is not set to close and user has a specific role. By clicking on the button following shoul...
Our IT Director has requested the ability to report on number of Incidents opened and closed on particular days of the week. He'd like to use this info for purposes of planning staffing for our help desk.Does anyone know of an easy way to do this? Th...
I'm trying to get both of these into my "caller_id" entry:ref_auto_completer=AJAXTableCompleter,ref_ac_columns=user_name;email,ref_ac_order_by=nameref_contributions=user_show_incidentsHowever, I don't know what to separate them with. No matter what I...
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