Playbook for Problem process
I'd like to know what has worked well for starting with the adoption of a Playbook for the problem lifecycle. Is there a particularly recommended model to try?
Forum Posts
How to unlock the grayed out "Add tools and information" step
"Add tools and information" step is disabled or marked as read-only in the ServiceNow AI Agent Studio, please help me to resolve it, even i couldn't see "Add tool" button.
Best Practices for Adding Custom Reports to an OOB Dashboard
What are the recommended best practices for adding additional reports to an existing dashboard configured within a workspace built using UI Builder?
How can we add the info message for all the catalogue Item?
Want to add info message "XYZ" for all the catalogue items.
THE REQUESTED FLOW OPERATION WAS PROHIBITED BY SECURITY RULES
Hi,When the flow executes, it fails at the Create Catalog Task step with the error: "The requested flow operation was prohibited by security rules."The flow is configured to run as the System User, and the affected user has both the itil and catalog ...
Resolved! Can we Reopen an RITM task retriggering the RITM which is closed complete and workflow is finished
Hello Everyone, We have a requirement to reopen the tasks associated with an RITM that is already in closed complete state, and the RITM workflow has also been completed closing the RITM.Is there a recommended approach to achieve this?Specifically:1)...
Make a Field Mandatory when user clicks on Retire Button for Knowledge Articles in Workspace
When an ITIL or knowledge user clicks the "Retire" button on a Knowledge Article, the system must display a mandatory justification field with the message "Please provide a justification for retirement", and the article should only be retired after t...
Enforcing KB Article Usage on Incident Closure – Looking for Feedback
Hi everyone,Our management team is considering making it mandatory for agents to attach a Knowledge Base Article to every incident before it can be resolved or closed.I wanted to get some feedback from others who may have implemented something simila...
Error: Cannot read property "_meta" from null
Hi everyone, I'm new to the forums and to service now so go easy! I'm creating a flow behind a catalogue item which creates a ticket in a queue and then calls a subflow which generates a pdf document of the request. The subflow is very basic - it rec...
Access Issues in DEV After Clone from PROD
We performed a clone (PROD → DEV) last night, and today we are encountering access issues in the development instance. Below are the actions we have taken so far:We attempted to log into the development instance using the production username and pass...
Need to provide access to edit the variable on the RITM for a catalog item by particular group
Hi All,There is a requirement where need to provide access to edit the variable on the RITM for a catalog item by particular group.can you someone provide the best approach for the requirement pleaseThanks,Nandini
How to Prevent Downloading of Files to Personal/Unmanaged Devices
Good Afternoon Everyone, I work for an organization that is trying to implement a solution to prevent users from downloading ServiceNow files to their personal/unmanaged devices. Here is a scenario: UserA wants to acccess ServiceNow through their per...
Resolved! How to exclude ITIL users from a report output
I am building a report to show which end users are submitting the largest number of incidents. It's a simple bar graph count, grouped by the Opened By value, which works easily to show who is opening the most incidents. The problem is, our IT service...
Can we turn on "Character count" on a single line or multi line variables?
Hello Community,I have a requirement for one of our catalog items where I need to enable a character count display below both single-line and multi-line text fields. Could anyone please guide me on how this functionality can be implemented?
