Not able to add closed and canceled incidents to problem record
As an admin user I am able to add incident to problem record but when i am impersonating with other users they are unable to add closed and canceled incidents to problem record
Forum Posts
Resolved! difference between change management and released management
Explain me difference between change management and release management.
Interaction vs Incident First Call Resolution Metric
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...
Resolved! Xanadu ES12 in Global
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...
peripheral management
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...
Resolved! Variables in Custom table
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...
Create a catalog item ? I am having issues with Validating the Task -(see screenshots)
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...
Unable to view Compose email section in workspace
Hi, I am unable to view the compose email section under workspace, could you please tell us a way to view it?
Inbound Email actions
Hello team,I had a requirement for the inbound email action - When some user sends and email with the subject that starts with {Asset Reutilization} and in body { Asset serial number - 123 , Asset location - xyz , Asset centre number - 123 , Asset st...
Resolved! Creating knowledge tasks for review of articles
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...
Resolved! Business Services vs Technical Services
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...
About ServiceNow and Slack integration
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...
Resolved! Can we stop notification for specific assignment group?
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...
How to capture it for existing Problem Tickets which are already in Root Cause Analysis state?
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?
Unable to see the ticket under "My groups Work"
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 ...
