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Incident Case Type classification

How the questions and requests can be avoided from an Incident form? I am working for a client where incident management module has a Custom field  (Case Type) with the following values such as Issue, Request, Questions, Post go live issues. There ar...

Resolved! Trend report by total number of records cumulatively

I am wanting to make a trend line showing the total number of records month by month in a table like cmdb_rel_ci (with some filters added).I am using a Time Series Report, and Trend By Created, per Month, Aggregation of Count.I can get a report that ...

VL10 by Tera Expert
  • 902 Views
  • 1 replies
  • 1 helpfuls

How do you handle incoming emails from D/Ls or shared mailboxes

The challenge that I see is that users send emails from those shared objects.  They are accepted but then the members complain about getting email for incidents that they didn't create and can't access.  The later part can be for one of two reasons. ...

johnfeist by Mega Sage
  • 636 Views
  • 2 replies
  • 0 helpfuls

Resolved! Workflow "If" activiy

I have a need to add an "If" activity to one of my workflows.I need to have Requested For Department as my true statement. I tried using the Condition and Advanced without success. Any assistance would be appreciated.

John H1 by Tera Guru
  • 380 Views
  • 1 replies
  • 0 helpfuls

Set Risk level in Standard Change model via Table API

We are creating Change request via table api and setting the Chg model to 'Standard', the problem is that risk being set to 'None' (greyedout) instead of being "low, medium or high". We tried using Put / Patch method to update risk: 2 but doesn't see...

Auto-populating Field Isn't Mapping Properly Upon Submission

I have a variable on our Incident form for adding people to the Watch List of the Incident. I made a recent update to the form and was asked if we could auto populate the Watch list field from another variable on the form where the user selects anoth...

jnchristie by Tera Contributor
  • 296 Views
  • 1 replies
  • 0 helpfuls

How to see stats.do on each node in the cluster

How do I see stats.do for each node in the cluster? I feels like I am only seeing part of the bigger picture as we have multiple nodes in our cluster. This article doesn't quite get you the whole way.http://wiki.service-now.com/index.php?title=Runnin...

by  
  • 3771 Views
  • 4 replies
  • 0 helpfuls

Resolved! Zip code mapping issue on transform map

I created a transform map where in we have zip code values provided in the excel like 711-012 or 0511 etc. In both these cases, during transformation, target zip code field is getting updated as 711012 (- is removed) and 511 (0 is removed).How can we...

Developer3 by Tera Expert
  • 360 Views
  • 2 replies
  • 0 helpfuls

Resolved! If the assignment group is empty on an incident record .What happen when an agent that is member of a single user group clicks the assigned to me UI action?

If the assignment group is empty on an incident record .What happen when an agent that is member of a single user group clicks the assigned to me UI action?1)will assignment group filed is populated with agent user groupor2)assignment group field rem...

Community Alums by Community Alums  
  • 2022 Views
  • 4 replies
  • 0 helpfuls

SLA Conditions query

I need a response SLA to attach to the FIRST response only; however my response SLA is attaching every time the start condition is met (again) How do I get a Response SLA to complete the first time and NOT reattach?The Response SLA is set to STOP whe...

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Chaitra10 by Tera Contributor
  • 311 Views
  • 5 replies
  • 0 helpfuls