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How to auto-escalate an incident from within an SLA?

I have a working SLA that does everything I need it to do EXCEPT escalate the ticket. I know I have to do it by adding an event.I looked at the available events and foundincident.escalatedincident.escalation.firedincident.escalation.pauseincident.esc...

geek1 by Kilo Contributor
  • 2723 Views
  • 3 replies
  • 0 helpfuls

What is connection strength used for?

Hi everyone,On CI relationships (tablce cmdb_ci_rel) there is a field called "Connection strength": does anyone know how it is used? There seems to be nothing in the wiki that I can find.Thanks in advance, Ruth

Ruth_Porter by Kilo Explorer
  • 1920 Views
  • 5 replies
  • 0 helpfuls

Change Management - Lead Time

Does anyone know if there is any type of Business Rule or Script that can be done or something to configure it automatically from the "Creation Date" of a change to the Planned Start date?? We require a 10 day Lead time for our application changes bu...

SLA/OLA running on task table

HiI created an OLA (see attached printscreen) that is linked to the task table (this is the reaction time for our first line).I then created an incident by making sure to respect the trigger defined. The OLA did not start.So, to test further, i adapt...

march by Kilo Guru
  • 3209 Views
  • 4 replies
  • 0 helpfuls

How to give read permission for sys_dictionary table?

Which role is needed for user to view(Read) the sys_dictionary table.I tried with Personalize dictionary role but it provide both R/W permission to the user.I don want to user to edit sys_dictionary fields.Please anyone help me on this.

mahi4889Snow by Tera Contributor
  • 4665 Views
  • 2 replies
  • 0 helpfuls

Views and Home Pages

I am trying to create a default home page for a custom group. I looked at the ITIL Homepage on Homepage Admin for some clues. Under the ITIL homepage it makes reference to a view called itil. So I looked at the view under System UI... But the record ...

How to rename a related list label?

In the Portfolio Project form, there are a couple of related list tabs: Goals, User Resources, Issues, Risks. How can I change the label "Goals" to "Benefits"?

ty_roach by Tera Guru
  • 4163 Views
  • 3 replies
  • 2 helpfuls

How to copy from one custom table to another within service-now

I am trying to copy data from one table (a custom table that extended change_request) into another custom table (one that extended task).It runs successfully, saying that it processed all 63 records and performed 63 inserts (which would be correct), ...

ty_roach by Tera Guru
  • 2526 Views
  • 6 replies
  • 1 helpfuls

Service Catalog Task Client Script accessing item

I am trying to access the name of the Service Catalog Item in a sc_task client script. I seem to be able to get the sys_id of the item with the following ... var item = g_form.getReference('request_item').cat_item; ... if possible I would like to get...

abrahams by Kilo Sage
  • 1860 Views
  • 2 replies
  • 0 helpfuls

Update set and delete table

Hi,I want to delete a table and capture the changes in an update set so that i can move these changes to other instance. I tried do the same but the delete entries for the table are not getting captured in the update set. Is this the expected behavio...

ideamax by Mega Expert
  • 2342 Views
  • 7 replies
  • 0 helpfuls

Desktop Icon

Has anyone create a desktop icon (ico file) to rollout with a login script? Thinking the 'tick' of Service-now.com would be the icon image.Regards, Lee

lee_schubert by Kilo Contributor
  • 2460 Views
  • 3 replies
  • 0 helpfuls