ITSM forum
cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Forum Posts

How to calculate average time taken from open to closed incident

Dear Community, I am trying to create a report which will show the average time taken to resolve the ticket, this will calculate the actual time taken from open to close the ticket. in order to achieve this i have created 2 additional fields on is cu...

Naresh_5120_0-1704304850627.png
Naresh_5120 by Tera Contributor
  • 5644 Views
  • 7 replies
  • 10 helpfuls

Script for Record Producer to create Standard Change

Our requirement would be to have a "ticket" on the Portal with check box selections, and based on which check box is picked on submission the matching Standard Change template is created. We had a former employee who said Record Producer with script ...

carlav_0-1727095455165.png carlav_1-1727095501296.png carlav_2-1727095590232.png
carlav by Kilo Guru
  • 380 Views
  • 2 replies
  • 0 helpfuls

Resolved! Dot walk inside business rule to set value

Hello,  I need some assistance setting a field inside my BR.  The value of Event type 2 needs pushing to a field on the user form. Can I do that by dotwalking to it?   Here is my code: (function executeRule(current, previous /*null when async*/) { ...

find_real_file.png find_real_file.png
sndev1099 by Giga Expert
  • 5928 Views
  • 6 replies
  • 7 helpfuls

Need help with a custom script

Hi Community, We are passing 2 parameters ProjectID and psNo in a Scripted Rest API GET resource. The requirement is to grant access to anyone who has the 4 project titles(u_project.project_manager,u_project.u_delivery_manager, u_project.u_additional...

Knowledge article comment

I checked one knowledge article in  my ServiceNow instance where one person has added comment, but it is showing another person name in the comment. where can I configure that isuue?for example, I'm "Govind" i commented on knowledge article but it is...

Catalog form

One Catalog item two fields  Type 1 : Select Box : CountryType 2 : Select Box : State Country is true then populate state. using Client script but not working. If end user submit form then Approval  to go Network group.Approver is approved after trig...

Ram012 by Tera Contributor
  • 203 Views
  • 1 replies
  • 0 helpfuls

Resolved! Copy variable details to RITM description

Hello all, Please correct me the code for variable details copy to RITM description , we are using below script. workflow run script: var variablesGR = new GlideRecord('sc_req_item'); variablesGR.get('sys_id', current.sys_id); current.description = J...

Nitya2 by Kilo Guru
  • 3327 Views
  • 13 replies
  • 7 helpfuls

create problem from case

Hello, we use a UI Action to create a problem from case, this button however, will create and save an empty problem in the data base even before filling and saving ( submitting) the form, the result is empty problems without the mandatory field.I cha...

Documentation for OOB fields on Catalog Task Table

Hi All,   Where can I get exact ServiceNow Documentation for fields , like the description of each field what it is meant for on Catalog Task (sc_task) table. I was able to find below : https://docs.servicenow.com/bundle/xanadu-platform-administratio...

Anubhav24 by Mega Sage
  • 379 Views
  • 3 replies
  • 2 helpfuls

Inbound action is not working

Hi Team, In my instance one of inbound action has already created, by using of that RITM has been created. now I have added some of new email id in same inbound action witch is working fine in dev and test instance email and tickets both are generate...

keval3 by Tera Contributor
  • 218 Views
  • 1 replies
  • 0 helpfuls

Catalog item

How to set this Condition after catalog creation If End user submit the form then Approval to go "Network" group.Approval is approved  after trigger task and assignment group Database group name.

Ram012 by Tera Contributor
  • 302 Views
  • 3 replies
  • 0 helpfuls

LDAP - login with either userPrincipalName or SAM

Hi, My company wants me to setup the ability to login via userPrincipalName as well as SAMAccountName.  Currently we use LDAP and the SAM is used to authenticate, the UserID field is populated with the SAMAccountName.    My question is, how can I get...

markwoodhou by Tera Contributor
  • 456 Views
  • 1 replies
  • 0 helpfuls