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Being a new user, I was wondering if I can add hyperlinks to external douments in the body text of form fields. For example, if I am entering information into the description field of the Change Request form, can I add a hyperlink taking me to an ext...
Is there any way to execute UI policy on text field change. I have written a UI policy to check "Name" is not empty and the value entered is valid in "Execute if true" script. I have observed, this UI Policy executes only on form load and if I make t...
I would like to display the contents of a field as plain text in the incident form and not in a text box. This is useful as our technicians use a click to dial plugin in their browsers. This plugin does not work with the numbers in a text box.I manag...
We have "opened by" field in Incident Form. Next to it is a Reference Icon,which when hovered gives us details like First Name , Last name etc.I personalised the Incident Form and added new fields - First name and last name and referenced them to Sys...
Goal: Have SN assigned incidents and tasks requests, - automatically - FROM an established "Assignment Group" ("Technical Support") TO each group-member in a rotation scheme.Currently someone manually manages the group queue, assigning incidents\task...
While exporting an entity metadata (say for example incident) using the REST URI https://demo005.service-now.com/sys_dictionary_list.do?XML&sysparm_query=name=incident&sysparm_record_count=50000 the response returns the attributes metadata only for t...
Accessing "My Groups Work" module under Service Desk is taking very long to display result. I have investigated and observed that server response time is too high (~30,000 ms).Only one user is facing this trouble while others with the same role and c...
There is a list of approvers on a change request form, which can be manually edited with a slushbucket. When you remove an approver from the list, the approval record (sysapproval_approver table) just disappears, even if it was approved/rejected befo...
When clicking into a module that is a 'List of Records', is there a way to have the list automatically appear in a 'Group by'? Rather than the user having to go in and right click the field and click 'Group by'.Example:Click 'View All' in Incident, a...
When a client responds to a resolved incident, via link to service now, the incident reopens under the original ITIL assignee. Since we have a Service Desk with only part-time student workers, we need this to assign back to the group and clear the as...
Just like some feedback from others using Task Survey Management. When I setup properties for task survey management the I believe the default for "Number of days to wait before sending the same survey type to the same user. This can be overridden in...
When creating a change from an incident, once the change is created from the incident the change number appears on the incident under related records. Our ITIL users are having a hard time finding the change number in this location so we would like t...
I am trying to understand this business rule and if it can be changed to cascade a "Requested" approval state to Request Items. Thank you for the advice.var gr = new GlideRecord("sc_req_item");gr.addQuery("request", current.sys_id);gr.query();while(g...
For our Change and Service Requests, we have a number of PA's who reply approvals on behalf of their line managers/directors. Currently these replies get lost as we do not have a setting for 'on behalf of' is it possible to add this or do we have to ...
I am trying to build out a request item that creates 1 task at a time. The user needs to have an option though to create a new task for another group if the request requires additional effort from that group to complete it. I have added a field to th...
