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in my incident form when state change to "On Hold" and On hold reason "Awaiting caller" the call back date should not be more than 3 days from current date

Hi community, In my incident form when the state is changed to "ON HOLD" and on hold reason "awaiting caller", then call back date should not exceed 3 days from the current date. If the user fills in more then a three day error message should be popu...

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Forward Schedule - Add more column options

Hi All I am planning on using the Forward Change Schedule to share what changes are in the pipeline. I want to be able to add more columns than the standard three showing: Change No, CI and duration. It would be good to also add assignment group for ...

dashdotone by Tera Contributor
  • 298 Views
  • 1 replies
  • 0 helpfuls

Hide Worknotes updates in Service Portal

Hi Experts,   On every update of worknotes in native UI, the same update is reflecting in service portal. The ask is to not show the worknotes updates in portal and keep only the additional comments there. I tried modifying existing ACL and able to h...

bishalsharm by ServiceNow Employee
  • 870 Views
  • 9 replies
  • 0 helpfuls

Change Request state change from new to cancelled

I have a defect to fix , the requirement is when the user is cancelling the change request in "New" state, the change request is moving to "Closed" state instead of "Cancelled". However, when the change is cancelled in any other state, it is moving t...

Sanjay21 by Tera Contributor
  • 2609 Views
  • 6 replies
  • 0 helpfuls

Resolved! How to enable Insert new record for table present in related list

Hello Everyone,I have a custom table present in related list. How can I provide user to insert a record in list view ?Currently user can add record by clicking on new button and can perform in line edit by double clicking but they can see Insert a ne...

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JahnaviC by Tera Contributor
  • 480 Views
  • 3 replies
  • 2 helpfuls

Resolved! ATF ITSM Testing - REST API and Incident Creation?

Hello all. I successfully built a REST API POST query that creates an incident in the table. I put that as a step in an ATF test and sure enough, the test step passes. *But*, if the next step is a record query step (to validate that the record was in...

joelpomales by Tera Contributor
  • 702 Views
  • 3 replies
  • 1 helpfuls

Resolved! Auto complete setting can not use look up search.

Below in use case.ref_auto_completer=none The history is hidden but it does not appear when I click on the magnifying glass in the reference item.What I want to do is to prevent the history from being displayed when I select a reference item. If you ...

user_ms by Tera Expert
  • 388 Views
  • 2 replies
  • 1 helpfuls

Create Change Request from Incident - field mapping

Hi all When I create a new Change Request from an Incident fields 'Short Description' and 'Description' are copied from Incident to Change. I suppose a mapping "from incident to change" is defined somewhere. I need to know where I can configure or ch...

giuseppem by Kilo Sage
  • 730 Views
  • 6 replies
  • 0 helpfuls

Intune integration

Hello Community! We are integrating our ServiceNow instance with Intune application, https://www.servicenow.com/community/cmdb-forum/intune-integration-with-servicenow/m-p/2555215by following the above URL done the required part mentioned, can you pl...

Asha Pathak by Tera Contributor
  • 385 Views
  • 1 replies
  • 0 helpfuls

I want to trigger survey when the state is closed in 3 ticket

Hi,I have created a survey when the state is closed for 3rd ticketEx: case1- state is closedcase2- state is closedcase3- state is closed - Here i need to send survey.I created BR, Survey and notification.BR:Survey triggering:Notification: OOB But her...

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mania by Tera Contributor
  • 353 Views
  • 3 replies
  • 0 helpfuls