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How do I change the Priority Field

I am working in new SLA definitions based on priority.   What we want to do is only allow the tech the ability to see the Priority.   I see that the priority does not allow itil user to be changed.   It looks like it is based on the impact and urgenc...

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Resolved! Viewing related items on a catalog task

Hi guys,Im looking to see if there is a way to view the Request Items from a Service Catalogue Request on the individual Tasks.These can be viewed on the actual 'Request' (printscreen below) but it would be great to be able to view these on the Tasks...

germc by Giga Expert
  • 3389 Views
  • 15 replies
  • 0 helpfuls

Resolved! Status approvals changes with workflow

Hi all,I have a problem where a User approves a change. When requested other approval, the first returns to be requested again.I will explain the process of approval:I have the first phase of approval, where I have 3 users that must approves before p...

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Re-opening Update Set

Hi guys,  Is there a way to "re-open" a completed update set? That is, once an Update Set has been completed, can the the State be changed from Completed back to In Progress.

lisa_ong by Kilo Contributor
  • 5094 Views
  • 11 replies
  • 0 helpfuls

Resolved! length() & trim() function giving error

Hi everyone,I am using length() & trim() in client script, but receiving this error. Please suggest how to work on this.Regards,Lakshmi Patel

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lakshmi_p by Kilo Explorer
  • 6771 Views
  • 11 replies
  • 0 helpfuls

Resolved! CI history disappeared

The history of few CI's is disappeared. When we right click on CI header bar ==> History then we come up with below options:1. Calender     ==> Here I see a completely blank screen, not even the history list when the CI was created.2. List   ==> Here...

CSRF token in REST message

HI,  We are trying to retrieve the CSRF token from the REST endpoint in servicenow dublin patch6 release.  CSRF token is being sent when we pass the parameter fetch in the POST man by passing the parameter "x-csrf-token" :"Fetch".  But I passed the s...

Vanit by Mega Contributor
  • 2443 Views
  • 3 replies
  • 0 helpfuls

Adding fields to Metric Instance Table

Hi All.  Is it safe to add a field to the Metric Instance table?  I created a field in the Incident table that is a concatenation of the Assignment Group name and the State of an Incident ticket.   Then I created a new Metric Definition against that ...

DavidChazin by Kilo Explorer
  • 2130 Views
  • 1 replies
  • 0 helpfuls

Updating closed Change tickets.

Hi,In our existing process and ITSM tool (Remedy), we often have cause to revisit a closed Change ticket when it has been found to have caused issues (it often either takes time for those issues to present themselves or for people to make the associa...

How to query work notes

Hi Everyone,I am having trouble with some queries. What I am trying to do is query for when one of my employees enters a work note to update an incident but did not create that incident. I have trying querying   using the "updated by" field but that ...

csorel by Kilo Explorer
  • 24054 Views
  • 3 replies
  • 18 helpfuls