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Blog - IT Service Management

ServiceNow ITSM : Transforming IT Operations Introduction:ServiceNow ITSM is a cloud-based solution that streamlines IT processes, automates workflows, and enhances efficiency. It aligns IT services with business goals, reducing downtime and improvi...

change task groups

I want only specific assignment  groups  will be visible like implementation groups in change tasks when the change tasks are created in change request so in have added this in reference qualifier javascript:"nameLIKEimplementation^EQ^active=tr...

VenkataSreC by Tera Contributor
  • 132 Views
  • 1 replies
  • 0 helpfuls

Resolved! Employee center

Hello! I want to hide this buton get support from the employee center portal. How to do it please? Thanks!   

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ahmed-24 by Tera Contributor
  • 280 Views
  • 4 replies
  • 1 helpfuls

Promote ATF suites

Hi,  I have this ATF test suite with 20 tests in it, what is the best way to promote this as it isnt in an update set.  

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joshmorris by Tera Guru
  • 239 Views
  • 4 replies
  • 0 helpfuls

Issue with custom fields Grouping in list view

Hi all, I'm experiencing a strange behavior recently. We have a report on catalog task table. And the report is of Type list and Group by with a choice field. It was working earlier. But from  yesterday it stopped working and getting the error 'Secur...

Chaiatnya by Tera Contributor
  • 307 Views
  • 4 replies
  • 0 helpfuls

Resolved! Problem Management Roles - How did you distribute the roles?

Hi all, I am working on getting Problem Management in use for my company. We have solid process formed but distributing roles is now in question. I cannot find any best practices for this topic.  At prior jobs we gave all assignment groups the proble...

Resolved! Quantity selection for Catalog items through an Order guide

Hi all,   Please read the entire post   We have a basic onboarding order guide which has some items listed for selection like laptop, mouse, laptop bag, etc. For some use cases, the user would like to order more than one item (example: 2 mouses) in a...

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duration field type

Hi,I have to make a setup to measure how long the incident was on hold.so i came up with creating a field with duration type to make it run only when the state of the incident is on hold.I have created the field but did not know how to start it and h...

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Angel raj by Tera Contributor
  • 4850 Views
  • 4 replies
  • 1 helpfuls

Resolved! NPS score calculation

Hi ,I'm trying to understand how the asmt_nps_result table gets updated. After some investigation, I found that the Survey Core Util script include contains a calculateNPS function, which seems relevant. However, I haven’t been able to trace the exac...

priya110 by Tera Contributor
  • 570 Views
  • 5 replies
  • 1 helpfuls

Display Additional field information in ticket page for portals

Hi Everyone,When a user navigates to My Requests and open an incident in a portal, only Short Description is visible(ticket page). But I also need to display Description.  Is there any easy way to do this without updating Standard Ticket header widge...

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Madhan007 by Tera Contributor
  • 369 Views
  • 2 replies
  • 0 helpfuls

Delete Knowledge Feedback Task

Hi,I've a requirement to give access to a particular group, by which all members of that group will have required access to Delete any Knowledge Feedback Task (kb_feedback_task).  I've tried to create a new ACL as below - But it's not working. Can an...

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BKSharma by Tera Contributor
  • 308 Views
  • 5 replies
  • 0 helpfuls

Audit report with multiple records and approvals

We have a process we are putting in place called request for change at a high level this is what the process it. User will submit a Enhancement request and get manager approval.Task is assigned to an IT Analyst to determine if this should be done.Ana...