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...
Has anyone been able to successfully set color coding based on time remaining in SLA?For some reason I am unable to affect the color of that field whatsoever, even using static values or null.
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...
We SLAs set on our items, as well as our sc_tasks. When someone went to run a report for item SLAs, they noticed that there were quite a few duplicates. At first, I thought it could be because there was a 'current.update' in one of the business rules...
I have a record producer for off-boarding employees that will create a request, and have also created a catalog item that includes our standard off-boarding services and workflow behind it. I'd like to add that item to the parent request from within ...
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...
Hello!I have encountered a very strange issue. I created a table which inherited from cmdb_ci a while ago. After some redesigns we come to the conclusion that we don't need that table anymore. So I followed the steps described here: http://wiki.servi...
Hi,We have a variable in one of our record producer of Type "Yes/No" and selected the "include none" option to force user to fill something in (we also set it to mandatory).We now have the need to clear that variable when another field value is set.I...
HiI am trying to import an xml file as an attachment through data source and when I choose xml from format field another field appears asking for 'xml path for each row'. The xml file which I am trying to import is a converted one from word file.Plea...
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