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Make global search default to global for all users

Hi Team,When any user searches for any ticket on global search , he is given options to select workspace and global.Requirement is make global default to all users instead of giving them options to select workspace. Is this possible ? if so how ?

rambo1 by Tera Guru
  • 814 Views
  • 1 replies
  • 0 helpfuls

Is there a way to flag an Incident for Quality Assessment?

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...

n8salisbury by Giga Contributor
  • 2208 Views
  • 2 replies
  • 3 helpfuls

Req state update

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*/ ) ...

GBS by Tera Contributor
  • 809 Views
  • 2 replies
  • 0 helpfuls

Resolved! Predictive intelligence for HRSD

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

si21 by Tera Guru
  • 853 Views
  • 1 replies
  • 1 helpfuls

RITM closure only when all SCTASK (Automated/Manual) are closed

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...

Somujit1 by Tera Contributor
  • 1231 Views
  • 3 replies
  • 0 helpfuls

Update an existing AD group

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...

Sruthi17 by Mega Sage
  • 1401 Views
  • 2 replies
  • 1 helpfuls

Query on CIS-ITSM Certification

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

MK38 by Tera Contributor
  • 682 Views
  • 2 replies
  • 0 helpfuls

Resolved! CIS-ITSM Certification Query

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...

MK38 by Tera Contributor
  • 735 Views
  • 1 replies
  • 1 helpfuls

How to create a Change Request as Unauthorized ?

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...

akhilaanil by Tera Contributor
  • 2686 Views
  • 19 replies
  • 1 helpfuls