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Ticket Types

Is there a matrix that details all of the available ticket types within SNC? For example:Change = CHxxxxxxChange Task = CTASKxxxxxProblem = PRBxxxxxxThanks

Rick Mann by • Tera Expert
  • 4779 Views
  • 1 replies
  • 0 helpfuls

Help Desk Customer Satisfaction Surveys

I am charged with creating a Customer Satisfaction Survey ouf our help desk services. I am hoping someone may have done this already and would be willing to share the questions they asked. I understadn this is a selfish request on my part to save me ...

by •  
  • 1757 Views
  • 1 replies
  • 0 helpfuls

Auto-assign group based on Short Description

Looking for suggestions. We have some canned emails that have static titles. I'm looking for a good way to auto-assign those Incidents to a particular group. In other words, if an email generated ticket comes in with a short description, "Payroll Iss...

davlin by • Kilo Explorer
  • 1995 Views
  • 4 replies
  • 0 helpfuls

Check if g_user is a memger of an assignment group

I need to be able to check if a current user is a member of the assignment group from a client script. I created a (global) business rule:function CheckIfUserMemberOf(usr, assign_gr){ var grm = new GlideRecord('sys_user_grmember'); grm.addQuery ('use...

by •  
  • 3423 Views
  • 2 replies
  • 0 helpfuls

Using import sets to update existing data records

I am a new user and am working on understanding the use of import sets to update existing records. in this case i've added a field called "room number" to the ci_computer table so I can tell where a computer is located. In a typical move situation we...

khabibulan by • Kilo Contributor
  • 10563 Views
  • 7 replies
  • 3 helpfuls

Non IT use of Service-Now

We have been live with Service-Now since February and our Business is excited about the tool. So excited they want to use it for other things besides IT related items. For example HR wants to use it and eventually our accounting department wants to u...

gvanroy by • Kilo Expert
  • 3419 Views
  • 4 replies
  • 2 helpfuls

Fix inconsistent data

When my predecessors first set up our Service-now instance, they inadvertently created a lot of inconsistent data that I have now been asked to fix. The specific current problem is that they created categories with Proper Case labels but lower case v...

Community Alums by Community Alums •  
  • 1652 Views
  • 2 replies
  • 0 helpfuls

Is there anyway to print multiple incidents at once?

Many of our on-site IT folks need the ability to print out all the incidents assigned to them to take with them for the day. Is there a way to print a list of incidents so they print out just as they would if you printed them individually?

spaceyjacey by • Kilo Contributor
  • 2710 Views
  • 1 replies
  • 0 helpfuls

Calendar report of Forward Schedule of Change

I believe it is possible to define what fields are displayed in a calendar report which will effectively become the forward schedule of change.At this stage I am not looking to code anything but I just want a feel for what the calendar report looks l...

hamiltr by • Kilo Contributor
  • 3118 Views
  • 7 replies
  • 0 helpfuls

Virtual machine relationships

HiHas anyone had any experience of setting up VMs and VM instances in SNC?I import all of my machine data from a 3rd party discovery tool, LANDesk.There is a business rule (ootb) that sets the 'Virtual' true/false field and seems to be trying to esta...

andrewnorris by • Giga Contributor
  • 1386 Views
  • 2 replies
  • 0 helpfuls

Definitions of default incident fields.

I have been asked to explain reporting based on how to best determine what field to use. Reports seemed very straight forward to me so I was unsure what she needed. After looking at the wiki and further discussion I found what she was really looking ...

wbmore by • Kilo Expert
  • 2226 Views
  • 5 replies
  • 0 helpfuls

World Clocks configuration

One of my teams like the dashboard feature of world clocks since we have offices around the world and it is good to know what time it is there.The question I have is how do I change the clocks that are visible or add new timezone clocks?

by •  
  • 2347 Views
  • 2 replies
  • 0 helpfuls

Daylight savings time issue

I am running into a Daylight savings time issue:The SYSTEM view has the default timezone field where it suggest EST, CST, PST...etc. You can enter anything as it is a text field. And this is ok. You put in the default and this works for "S" standatd ...

GregJWillis by • ServiceNow Employee
  • 3560 Views
  • 4 replies
  • 0 helpfuls

Making a Hierarchy using Locations and Departments

Hi,I would like to be able to use Locations and/or Departments to build a Hierarchy , with Business Units at the top, and progressing to various cost centers.I see that a 'Parent' capability is possible with the User Group entity, but I want to keep ...

dkumar1 by • Kilo Explorer
  • 2933 Views
  • 3 replies
  • 0 helpfuls
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