Hi all In our instance if I attach a KA to an incident I'm prompted to add comments that enter the Additional comments (customer visible) field. This is expected behaviour as far as sending an article to the caller but is there a way so that if, for ...
Hello Community,We currently use CSM for external client facing support & services and are implementing ITSM to support those client requests, with an automated flow from Case to Request (CSM to ITSM).There is a design debate internally:Implementatio...
We are in the process of re-evaluating how itil roles are allocated and would like your help or recommendation. Current process:Since 2016 we have had a ‘ITIL Group’ and we add all fulfillers to this group. This group has the itil role. Suggestion:In...
Hi Team, I have enabled this msg by writing below script in Catalog UI policy. But I want to add hyperlink so that user can click that link and can be routed to the Onboarding form. Which module i can use to enable this var msg = "Choose the appropri...
As an admin I have access to templates (via the template/document icon in Contextual Menu) within Agent Workspace for both Incidents and Tasks. However, all other users with the template roles only have access to templates for incidents. How do I giv...
Hi, For any Major Incident, when a user clicks the Resolve button from the Major Incident Workbench, both Work Notes and Additional Comments should be mandatory. The incident should not be allowed to move to the Resolved state unless these fields are...
Hi All, I am trying to capture Profile Picture for users with the data coming from Azure Entra ID. I created a IntegrationHub action to call Azure Entra ID endpoint for the profile picture and the data received is "binary data of a PNG file". Now I a...
Hi all,I have created 3 definitions, like for priority 1,2,3 and the start, pause, stop conditions are same except the priority for all the sla.Here whenever I created a P2 incident the sla is attaching and when I change the state and pause the incid...
Hi experts,We have a requirement to apply reference qualifier for a reference field based on for form view. We have 2 views for location table say A & B. The reference qualifier specified on the Dictionary entry should be applicable only for view A a...
Hello ServiceNow Support Team,I am currently working on the Micro-Certification – Welcome to ServiceNow (Zurich) course and facing the following issues:- My lab instance has been terminated and I have 0 instances remaining. The "Request Lab Instance"...
I have scheduled an report with the type pivot, the report triggered as PDF. Is there a way for use to extract the data from the report. If there are any possibilities please let me know. ThanksMourya
Hello, Is there a way to show attachment variable in the Variables section of the backend form? The attachments are attached to the form but the variables do not show in the variable section of the form
I have a question about approvals on Catalog Tasks [sc_task].I know that approvals are commonly handled at the Request [sc_request] or Requested Item [sc_req_item] level, but I would like to confirm if it is technically possible and recommended to im...
Hello all,We have established a 200-REST API connection to MS Fabric, have tables visibility but cannot target one specific table and read the row level data, the response comes blank. Can some help so we have visibility to the row level data?
In service portal, under my approvals view all approvals, when previous and next button is clicked i get a message as {0} has been rejected. #serviceportal