Reorder the widgets in my team and my team work in service operation workspace
Hello Community! I need to rearrange the widgets in my team and my team work in service operation workspace. How to do this? Please help!
Forum Posts
Surveys
Hi,I created a survey definition with Assessment duration to 14 days and schedule period Only once. In the trigger conditions, I gave repeat interval as "0".Once the conditions of the survey are triggered, I could see that the instance is getting cre...
Retain a record of the initial after-hours engagement even if a ticket is later downgraded
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...
Solved - Can you apply a Catalog Item Template to an Existing Catalog Item
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...
Problem Best Practices module - Managing "Risk Accepted" Problem Records
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...
how to modify additional comments field on sctask ?
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...
Resolved! Question on Order Guides
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...
Resolved! On hold reasons
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...
How to add attachments in Email content.
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...
Unable to retrieve the number value from JSON response
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...
How to create Custom Export Excel UI action in Related lists?
Hi, I want to create an Export excel UI action on related lists. Could anyone help me on this? Thanks
Resolved! Create Normal Change Button in native view
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...
Clone Visual Task Board
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
Playbooks for ITSM Standard
I need to confirm that ITSM Standard comes with Playbooks, without having to use ITSM Professional?
Management of problem record
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...
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