Hello, I am trying to create a report a high incident report to retain a record of the initial after-hours engagement even if a ticket is later downgraded, so that we maintain accurate accountability and reporting of after-hours interventions. I hav...
I am creating a "Catalog Item Creator" request form in ServiceNow that automatically creates a catalog item and sends the user an email to start building the questions for the catalog item. I would like to pre-apply a Catalog Item template to the ne...
We currently have the Problem Best Practices module enabled in our environment here at Duke Health Technology Solutions (DHTS). This module manages Problem Records through Workflows, New> Asses> Root Cause Analysis> Fix in Progress> Resolved> and Clo...
I've got a requirement where need to modify/add text to field "Additional comments" on Sctask. I have tried changing the dictionary, but it is affecting the RITM additional comments "Change to be done ''Additional comments (customer visible)" need to...
I am building an order guide for new or transferred employees for application access and/or hardware requests While I was able to build it with the rules (individual catalog items) even if they don't select an item on one of the tabs, it automaticall...
how to configure this scenario , What-Review the current on hold reason but only have awaiting caller state to stop the SLA clockWhy-to provide accurate SLA stats. awaiting caller should be the only state to stop the clock. the colleague doesn't care...
In ServiceNow, change models help standardise and streamline the change management process by defining specific workflows and state transitions. In this guide, I will walk you through creating a new "Urgent" Change Model that follows the Normal Chang...
I have a requirement where I need to send multiple fillable documents to end users based on the location during onboarding flow.I have created a Life cycle event for the complete process.In one specific step I need to send out different documents for...
Hi,I am trying to load the data into a table by getting Response body from another instance. Anyhow i am able to get the response, but unable to retrieve the valve. its getting undefined. response is : {"result":[{"number":"CHG0030779"}]} script usin...
Hi, I want to create an Export excel UI action on related lists. Could anyone help me on this? Thanks
Hi,I'm facing some issue with condition of UI Action called Create Normal Change. The condition is this as given below: current.incident_state != IncidentState.CLOSED && gs.hasRole("itil,sn_change_write") && gs.fieldExists('incident', 'rfc') && curre...
how can i clone my task board? for example, i have a task board of change requests for Applications team and I'd like to be able to clone that list for the Infrastructure team
I need to confirm that ITSM Standard comes with Playbooks, without having to use ITSM Professional?
Problem Manager We would like to have the chat functionality available in the incident form also available for problem task , This will help problem managers have a record of changes added to the task automate. for this requirement OOB or custom conf...
Hi,I want to automatically fill in the close notes (in the Closure Information tab) for a standard change request using a standard change template.However, I’m unable to add this as a change request value.Additionally, I can’t use the planned start d...
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