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Upgrading P3/P4 to high priority

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 ...

slalbiharie by Kilo Explorer
  • 2496 Views
  • 2 replies
  • 0 helpfuls

Time tracking in Service-Now?

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...

by  
  • 4882 Views
  • 8 replies
  • 0 helpfuls

Import Attachments / upload documents with import set

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 ...

bfletcher by Kilo Contributor
  • 5041 Views
  • 2 replies
  • 1 helpfuls

Workflow Condition on Catalog Task

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...

koxon by Kilo Explorer
  • 4613 Views
  • 7 replies
  • 0 helpfuls

How to get user info in inbound email action script?

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...

sherman_1206 by Tera Contributor
  • 3508 Views
  • 3 replies
  • 0 helpfuls

gs.getSession().isInteractive()

Could somebody tell me how does work the next instruccion: gs.getSession().isInteractive()

by  
  • 20385 Views
  • 4 replies
  • 1 helpfuls

Asset Contract Tables

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...

Rick Mann by Tera Expert
  • 2602 Views
  • 2 replies
  • 0 helpfuls

Only admin role can remove attachments

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...

scott_newton by Tera Contributor
  • 1676 Views
  • 2 replies
  • 0 helpfuls

Set Catalog Task due date based on a variable

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...

koxon by Kilo Explorer
  • 3662 Views
  • 2 replies
  • 1 helpfuls

Set the assignment group base on UI action

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...

Admin Pro by Tera Contributor
  • 4525 Views
  • 6 replies
  • 0 helpfuls

How to report on "Day of Week" for date fields?

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...

by  
  • 4139 Views
  • 4 replies
  • 1 helpfuls

How to add multiple attributes to a dictionary entry?

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...

Droid101 by Kilo Explorer
  • 5428 Views
  • 2 replies
  • 3 helpfuls