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Maintenance Contracts vs. Purchase Orders

My company is in the beginning stages of adding all of our active contracts into the Contract Management Module. Right now, I am working on trying to get all of our SW/HW Maintenance Agreements and their corresponding POs into the system. We create P...

kellyobrien by Tera Contributor
  • 1892 Views
  • 2 replies
  • 0 helpfuls

Thoughts/advice on when does a defect become an incident?

We have implemented incident and project management modules and are just starting to use the defect management one.     We have made a global decision (not sure if is the best one, but a decision none-the-less) to not put incidents from projects that...

frank1965 by Kilo Explorer
  • 4073 Views
  • 7 replies
  • 0 helpfuls

Resolved! Preventing a Requester from Approving Their Own Form

Scripting is still a very new to me.... that being said does anyone have scripting (or a different way) to prevent the requester of a change request form from being included in the list of approvers. On occasion the requester of a change request is a...

Unable to display error message on list edit

I am unable to display error messages on list edit for tables.I want to show error message like we ususally do using client script or business rule.I have tried using gs.addInfoMessage in business rule.But it lasts only for few seconds and if I updat...

arpita2 by Kilo Contributor
  • 2254 Views
  • 7 replies
  • 0 helpfuls

Resolved! difference between configuration item field and affected cis

What is difference between configuration item field and affected cis field, Is it just that CI is one to one and Affected CIs is multiple cis attached to an incident? Id I have the related list on the incident do I need Configuration Item field?Thank...

samadam by Kilo Sage
  • 3115 Views
  • 3 replies
  • 0 helpfuls

Resolved! Creating a follow-up process for survey responses

Hi,We want to introduce a process to ensure that we follow-up on any negative responses to surveys.I have created the workflow, notifications etc and all is working perfectly except that the workflow is triggering each time the negative response is r...

Daniel Voutt by Tera Contributor
  • 2658 Views
  • 12 replies
  • 0 helpfuls

Remove original message text from a comment added by e-mail

So when a user logs a call they get an e-mail with the incident details e.g. ---------------------------------------------From: IT Service Desk [mailto:servicedesk@mycompany.com] Sent: 25 May 2012 09:51To: aUserSubject: Incident INC0010178 -- opened ...

emytjls by Kilo Explorer
  • 3028 Views
  • 4 replies
  • 1 helpfuls

Resolved! Get Reference of Record Producer variable

Hi,I'm new to the community and trying to administer Service Now. We use Record Producers to create Standard Change Requests.I have an issue that I want to automatically populate a field "Jurisdiction" (on the change request table) based on which Dat...

thereseg by Kilo Contributor
  • 2852 Views
  • 2 replies
  • 1 helpfuls

Resolved! How to add a column in Group By field of reporting?

Hi Guys,  I have a query on how to add some column which are not present in the Group By field on the reporting form for that particular table.  Quick help will be much appreciated.  Thanks,Reza

rezacol by Mega Expert
  • 8446 Views
  • 21 replies
  • 1 helpfuls

Decimal fields truncate trailing zeroes?

I have created a form with several decimal fields that I want to be formatted as #.##However, upon save to the database table, the traling zeroes are removed. For example, 1.00 gets set to 1. And 2.50 gets set to 2.5. I would like for all of my numbe...

by  
  • 4077 Views
  • 10 replies
  • 1 helpfuls

Dynamically set the RITM short Description

Hello helpful community,  I searched the community and there is a post that starts very similarly to my question but goes in a different direction called "How do I dynamically modify RITM & TASK short descriptions based on Catalog Item short desc. & ...

Code.png RITM.png
kerr_jamese by Tera Contributor
  • 7193 Views
  • 9 replies
  • 1 helpfuls

Resolved! Cannot delete Many to Many Definition

Hello all,I was playing around on a dev instance and created a Many to Many Definition. However, when I try to delete the entry I created, everything is greyed out. I saw that you have to turn off Access Control (ACL) on the sys_m2m delete function. ...

mtaraschke by Kilo Explorer
  • 4019 Views
  • 5 replies
  • 4 helpfuls

Tracking non-production tickets

Has anyone used ServiceNow to track not only production tickets, but also non-production environment tickets.   I'm interested in Incidents, Problems, and Change tickets/records, and how to separate the prod from the non-prod, such that reports, dash...

jbreitung by Giga Contributor
  • 2460 Views
  • 4 replies
  • 0 helpfuls