Assign incident ticket based upon shift timings to respective user
Requirement Need to assign the priority tickets to respective groups based on their shift roster available users . How we can achieve this test case please suggest ?
Forum Posts
What is Knowledge Management KCS Capabilities all about?
What is Knowledge Management KCS Capabilities plugin all about?(com.snc.knowledge_kcs_capabilities) What is its use? What benefits do I get? Is there any video/webinar that explains it? I simply want to get details on - with KCS and without KCS plugi...
Resolved! Knowledge Articles searches need to only return the most current published version
Hi, I want that when performing a global search, it should displays only the most recent published version of each Knowledge Article that matches search criteria. Please do let me if you guys have any solution for this problem statement. Regards,Sidd...
Resolved! Design Catalog Items for Outcomes, Not Internal Processes
One of the most common challenges I see with Service Catalog adoption is that catalog items are often designed around internal team structures instead of user outcomes. Over time, this leads to confusion, misrouted requests, and a return to email or ...
Change management CI for patchingall workstations
Hi there, we are recently live in SN and someone asked us if we can just create a CI called "All workstations" or "All Servers". The reason is when they patch or do large scale updates, they are not sure what to choose for a CI since we make choosing...
NQL 113.
What does natural language query allow you to do on a list?Speak to the condition builderOr automatically select a filter based on keywords.
How to override/remove specific Account routing in CSM to send Cases to Service Center?
Hi everyone,I'm working with the CSM module and I have a specific scenario: Currently, when a Case is created via the CSM Portal for one specific Account, it is being automatically routed to a specific assignment group.I want to remove this rule so t...
datediff between sys_createdon and sys_updatedon field in the sysapprover_approval table
datediff between sys_createdon and sys_updatedon field in the sysapprover_approval table is reflecting as 23 hours+ when I use a configuration field to report on difference between the time the request was submitted and approved. Why is that so? and ...
Related List Filter not applicable to all users
Adding Active is true as filter in related list entry...but not applicable to all users.What could be the reason?
Resolved! Is there any out-of-the-box Business Rule for the Company field on the Task table?
I know that there is a Company field on the Task table.When I create an Incident and set the Caller, the Company field on the Task table is automatically populated based on the Caller’s company.However, I could not find any out-of-the-box Business Ru...
Resolved! Generic function to enabe or disable gs.log statements from script include
Hi All,I have requirement to minimize the logging information in Prod for better optimization.so i have created a system property and set it true and created a script include to call that system property , inside what generic gs.log stmt can be given...
Resolved! Part of the query on sys_choice has been ignored because of insufficient access for 'query_match'
I hope this is the right place for this.We have a user that has started getting these on each Incident they view:Part of the query on sys_choice has been ignored because of insufficient access for 'query_match' operation on sys_choice.name Part of th...
oauth 2.0 is failing when i click on Test
I have created an outbound rest message to get the token. When i click on get oauth token it says oauth flow completed successfully.I have selected authentication as oauth 2.0 and given all the details like client id, client secret, grant type: Clien...
When adding comments to the Service Operations Workspace Knowledge Articles, the text deletes
When adding comments to the Service Operations Workspace Knowledge Articles, the text deletes as type
How to block “Re:” email threads from creating new tickets in ServiceNow?
Hi,How to block “Re:” email threads from creating new tickets in ServiceNow?When a reply email (with “Re:” in the subject) is received, it should only update the existing record.If no matching record is found, it should not create a new ticket.Can an...
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