We would like to add shared folders/directories to our CMDB as CI's, and I'm not sure how they should be classified. I don't see very much on the WIKI or the forum about this topic, so I wanted to ask for ideas or suggestions. Is anyone doing this no...
Hello,I update the list of incident state to reflect what my company uses. I did this by deleting all the default states, and adding the customized list. One of the state is "closed", which is pretty self explanatory. However, when I set the incident...
We have recently implemented Change and Incident Management. I have been asked to modify the Incident form, so that more than one Change Request can be linked to a single Incident. We have situations where an incident is logged, and several distinct ...
Hello all,I am wondering if some folks here have discovered that there is much more to creating SLA/OLA/UC's effectively. How have you configured the start, stop, and pause conditions so that things run correctly? For instance I have had SLA's that f...
I am working on creating user provisioning request using Service Catalog. I've created a filter using a Reference Qual on a reference field (department) so that when a specific company is selected in the company variable only the departments for that...
Hello,I would like create a simple report (simple to ask, maybe not simple to do!) that shows all CI changes for a given period…maybe a "Last 24 Hours" report, and a "Last Week Report". Eventually, I would like to create a report that narrows the cha...
Hello,We had a user who inadvertently deleted a Configuration Item (CI) from our production instance. He has since added it back, but now we cannot view all of the Incidents attached to the CI item. I have located the sys_id for the old CI value from...
What is the definition of the sys_updated_on field? I have been querying tablesusing the sys_updated_on field to get Incidents, Problems and Change records thathave been updated after a certain time/date. However, I came across an instancewhere I mod...
Hello and Happy New Year's!Under Asset contracts -> Purchase Orders, is there any way to bring up a Purchase order and see what computers are under that PO? We are entering PO numbers for our desktops and laptops but have no way of looking at the ent...
Hi all,I'm trying to create an execution plan which will execute certain tasks based on the values of variables in the requested item. It seemed like this Wiki article had the answer under "Advanced Options":http://wiki.service-now.com/index.php?titl...
I have been trying to get this risk assessment working right but I am having the darnest time figuring it out. So we have 7 assessment questions that users can pick High Med Low - Like if it needs an outage "Special Window" "Normal Window" or "No Out...
I am using a variable called 'quantity' on all of my catalog items. I would like this value to be used from the point of "add to cart" or "order now" being clicked when an item is being ordered. I have successfully created a catalog client script to ...
So I am looking for some input on how people are using change management when it comes to MS Windows updates. Our process is paper still for this. Currently we have 280 different times when updates are installed on the 1000+ servers over the span of ...
Hi All,I am trying to export data from Incident table, by choosing the option 'Export to-> Excel,Pdf'.I am having queries related to this:1)https://instance_name.service-now.com/incident.do?EXCELIs there any limit on the number of records which can b...
I have the following Client Script that populates an alert every time a Priority one ticket is submitted. But i was wondering how i can make certain words of the alert bold while others are not. The phrase i would liek to bold are "impacting entire d...
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