How many knowledge bases is too many?
Does anyone have any advice on whether it is better to keep the number of knowledge bases to a minimum and put different types of knowledge in the same knowledge base or have several knowledge bases? Thanks.
Forum Posts
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 ...
code is not working to update multiple user names on contributors field
Hi All, I have written below Trasform map code to update multiple users on contributor field. but some how it is allowing only one user to update. While loading the data throwing following warning message Contributor abc@ doesn't exist in ServiceN...
Locking down the Assigned To field to only users in the assignment group and service desk
Hello, People have been assigning tickets to people in other groups without knowing their workload. We would like to lock it down so that only people in the assignment group are able to change the assigned to field. I was not sure if an ACL or user...
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. ...
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.
Resolved! Track end of life or end of support (Cisco Device)
Hi everyone, I would like to know how it is possible to track the end of life or end of support of a device, more precisely of a Cisco device.
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...
Resolved! Additional Comments - Auto populate "Dear {Customer}, Best regards {Commented by}
Hi Guys,So the ServiceDesk have asked for additional comments to automatically add some text.It Should be like the following:"Dear {Customer},"Comments added by ServiceDesk user"Best regards {Commented By}"The same would go for Resolution notes.I don...
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...
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...
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...
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...
How to configure edit UI action for a relationship to a same table
Can we get configure the edit UI action in such a way that adding through the UI action will also add in the list field Related story as shown in the screenshot.
