I can't find a specific reason why I need to add the Type = itil to a resolver group. I've been told that it allows the fulfiller to pick the group for assignment but unsure why there exists any other reason. I am asking because we have a Role & Orga...
Hello,Does ServiceNow support a request for change (RFC) process - in addition to our change process?We are receiving many requests from our business regarding product enhancements and smaller changes which would support their daily work. We are new ...
Please, give me examples of normal change, standard change and emergency change in Change Management??
How can you create a filter or list layout to complete a text search for additional comments or work notes? I have a requirement for our ITIL users to be able to search the system by these fields. Also, how do you search for information added w...
I'm trying to figure out how to create an Incident-related Email Client Template which, when used via the email icon/envelope, will depict the name (or userid) of the person who sent the email, and retain that information in the subsequent Activity D...
Folks I am looking for an effective MTTR report users may have created. If anyone has one and can provide me the method/fields I'd be extremely grateful. Peter
I am very green to Service Now. I recently started a company that has Service Now, but they are not using it to its full potential. I have volunteered to own it and improve on how it is currently used. I imagine I will have more questions in ...
We are taking a look at our incident states and we were looking at the new incident state model in Helsinki and doing some analysis on if we should move to that or not. When we started off we added several extra incident states to incident, and I ...
I am trying to figure out if there is a simpler way to form a URL to a specific ticket. I know that for a given ticket, if I know the sys_id of a ticket, I can query using the following URL: https://myinstance.servoce-now.com/incident.do?sys_id=46a8e...
I have users complaining that they can't log in. I would like to verify that they are using the correct credentials. Of course I could just ask them, but I was curious if I could see this information on the system...