I am trying to understand how First Call Resolution Metric is calculated for both interaction and incidents. I can't seem to find what the out of box calculation math is. Also, what happens to the First Call Resolution metric when a Interaction opens...
Hello, The Xanadu highlights in docs state:Use ECMAScript 2021 (ES12) features in any server-side script.I understand this to also mean Global scope, in scoped apps this has been available since Tokyo. I spun up a PDI which is running on build `glide...
I would like your advice on our approach to receiving, issuing, and generating reports for peripherals, and eventually integrating with Ariba for procurement.The relevant ServiceNow items are:- ITAM (IT Asset Management)- Hardware Asset Management- C...
Hi Team, We have created a custom table for managing administrative tasks,and have few catalog items created,all catalog items have different variable and the requests are getting created in Custom table.Now we need to show all the variables in the c...
Here is the task: Field consultants need to be able to request items that support the workshops they are facilitating. They must be able to let IT know when the workshop is being hosted and the items required to be successful. 1. Using the Consulting...
Hi, I am unable to view the compose email section under workspace, could you please tell us a way to view it?
Our knowledge base has expanded dramatically as each of our different business units have come onboard and every one contributes to the creation of knowledge. This has led to some maintenance issues as information quickly becomes out of date and arti...
Hi,I am trying to understand what should be defined as a Business Service vs Technical Service.Is there a standard definition for a business service and technical service with some examples and how this definition impacts CMDB/CIs in ServiceNow?I als...
I have a few questions about the ServiceNow and Slack integration. 1. List of available features in SlackPlease provide a list of features available in the Slack integration (commands, shortcuts, etc.). 2. Ability to restrict each feature of the Slac...
We have notification configured when new incident created assignment group member should receive the notification. But some users are the part of multiple groups and want to stop the notification for only one assignment group. Is it possible if we ca...
I am able to populate time taken by problem ticket from state change from new to Root Cause Analysis,How to capture it for existing Problem Tickets which are already in Root Cause Analysis state?
Hi Team, Few users have reported that they are unable to see the tickets under "My groups Work" list view. it was working fine couple of days ago.They see error : "Security constraints prevents access to requested page" I have checked the roles and ...
We use a custom module that automatically assigns tickets to users within a specific assignment group when they interact with it (e.g., by clicking the module). We’d like to prevent certain users in that group from being eligible for auto-assignment....
Can anyone help me with below points if anyone have perform Control Up - ServiceNow integration ?1)How we can be enabled in SN.2)What we can do with the help of this integration.3)How it will interact with the Virtual Agent.Thanks in Advance!!
Hi all,I’m working with a Service Catalog item that includes a Multi-Row Variable Set (MRVS). Inside the MRVS, I have a reference variable that should only show filtered results based on values from another field in the same row.Since MRVS doesn’t su...