Is there a way for our second/third level teams to mark a ticket for immediate quality review? For example; First level Agent A misses a knowledge document and doesn't follow process when transfering the ticket to Team X. Second level Agent B can th...
I'm using the below script to update the Request state and RITM stage based on the RITM state. It is working fine for individual RITMs but not for order guide. Can anyone help me on this (function executeRule(current, previous /*null when async*/ ) ...
Anyone been able to use the cool ML models from the Intent Discovery app (used for VA Topic Automation Discovery) to do ad-hoc classification of an inbound incident. I've tried but their ml model is of type workflow which is not callable ad-hoc. I'm ...
Hi experts,How can we leverage Predictive intelligence for HRSD. What are the best use cases we can target for. If anyone implemented already please let me know the approach I need to follow. TIA
Hi Folks,hoping for some insight here -and thanks for you time. We are migrating a fairly mature system built on Workflow and catalog entries largely dependent on the Advanced view using code to create REQ's direct on sc_request - which is of course ...
Hi experts,How can we make 'Comments and Worknotes' as a default section? When ever user over opens a case it is opening with Fullfilment Instructions tab. TIA
We need to add an option called "Propose a New Standard Change Template" under the Standard Change section on the "Create New Change Request" page. Please provide guidance or suggest the best approach to implement this?
Hello Experts,I have a client requirement to allow users to create manual catalog task on a RITM record (post approval) in addition to the auto-generated catalog task. The automated task creation on RITM is driven by a subflow (attached for reference...
Hi experts, Can someone guide me how to update an existing AD group from servicenow?I have a requirement to update an existing AD group to change the managedBy attribute. I have no idea where to start and how to start this.If someone can guide me wit...
Hi All,i have done CSA certification in past which is expired now. i am planning for CIS-ITSM certification now. is it mandatory to take CSA certification again before CIS-ITSM or i can register for it directly?Thanks
Hi All, i have done CSA certification in past which is expired now. i am planning to go for CIS-ITSM certification.Do i need to take fresh CSA certification and then only i can register for CIS-ITSM or i can go for CIS-ITSM directly, its not mandator...
In my instance, I need to trigger a notification when an unauthorized change request is created. However, I don't see an "Unauthorized" field in the Change Request form (Emergency or Normal types exist).How can I create an unauthorized change request...
Hi All, GlideEmailOutbound is a ServiceNow class used to create and send outbound email programmatically. It's part of the platform's scripting environment, allowing developers to automate the sending of emails with custom content, recipients, and at...
Hi there, We need a suggestion over how to restrict access for our particular application images and videos stored in db_image and db_video table to only a set of required users. We are using these images in portal and want no one apart from set of ...
Escalation Count need to display dynamically but it is not displaying the Escalation Count so help me what is wrong on the below code. Message: You are checking the incident as the incident ticket is escalated {} time(s). HTML Code:<div ng-if="data.i...
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