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CMDB Best Practice - Dev and QA servers

We are implementing a CMDB for the first time. The question is what other companies have done with non-production equipment when creating the CMDB.Is it best practice to include DEV and QA servers in the CMDB or only Production servers?Did you includ...

UI Policy on Related Fields

Do UI Policies work on on Related Fields? For example, on Change Task, we want to sent some fields as read-only if the State of the parent Change Request is updated. Doesn't seem to work.Thanks!

Event attachment.deleted

Out of the Box the Event "attachment.deleted" is triggered when an attachment is removed from a ticket. The Parms it returns are the table name and the ticket's sys_id. Since it deletes the sys_attachment record related to the attachment, the file na...

dhale by Kilo Explorer
  • 2063 Views
  • 2 replies
  • 3 helpfuls

How do you define a "Billable Request?"

Just a question I'd like to throw out to the larger ITSM community here. If you're a third-party call-center, or if you use a third party call-center, and pay on a per-request basis, how do you define a "billable request?" There are a lot of ways it ...

akeppel by Tera Contributor
  • 1997 Views
  • 1 replies
  • 1 helpfuls

UI Page not display in Catalog Item

I am new for ServiceNow, I want to display UI page in catalog item I created. I added UI page in catalog a variable as follows:Type: Container StartVariable Name: containerOrder 350Type: UI pageVariable Name: add_rowOrder: 400Type: Container EndOrder...

nancyhz by Mega Contributor
  • 1617 Views
  • 7 replies
  • 0 helpfuls

Survey responses via email?

Hi.Has anyone used an inbound email action to parse responses to survey invitations?We have a survey with just a few questions. We want to include the survey questions in the email invitation (shouldn't be a big deal, just have to lay it all out in H...

shris by Kilo Contributor
  • 3492 Views
  • 6 replies
  • 0 helpfuls

Sort a String field like a Number field?

I have a custom field of just numbers that is basically like an Invoice Number. This field is the primary display value for a table on reference fields, so it needs to be able to work with STARTSWITH queries. The problem is users want lists sorted by...

zschneider by Kilo Expert
  • 4446 Views
  • 3 replies
  • 4 helpfuls

How to find Member in a Group

Hi,I am creating a In Bound action for Resolving an Incident. For which i need to find out whether the person is part of the group assigned in the Incident.This user value should be read from an email and search in the current group assigned in the I...

kittu1 by Giga Contributor
  • 1973 Views
  • 5 replies
  • 0 helpfuls

convert to uppercase on business rule

I have a request to convert certain fields to all uppercase. It looks like the toUppercase() function does not work on a business rule, and it's necessary to use a BR for this since a lot of the field data will come in through bulk imports. Does anyo...

zschneider by Kilo Expert
  • 5263 Views
  • 5 replies
  • 0 helpfuls

Call Center tracking

I am looking for recommendations as to how call centers handle tracking their calls in ServiceNow. Currently, all calls that are received are documented as an Incident (we don't have the Problem or Change applications implemented yet). In the very ne...

kssnyder by Kilo Explorer
  • 1290 Views
  • 2 replies
  • 0 helpfuls

Soap Update

Hi all,Having trouble with SOAP Message..Created a Inbound Service with Incident table as target table and i integrated SOAP UI 3.6.1..when i try to perform INSERT function its working fine.If i try DELETE,GETRECORDS,GETKEYS i'm just getting a Null v...

Pass values from a variable set using a client script

I'm trying to use a variable set to capture basic contact information (requested_for, phone, email) to apply to multiple catalog items. I want to be able to pass these values onto the Requested Item that is created (at least the requested_for). I cre...

billi_lumley by ServiceNow Employee
  • 2174 Views
  • 6 replies
  • 0 helpfuls