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How chat average wait time is calculated?

Hello All, I want to know how chat average wait time is calculated. I have gone through some community threads and found that there is BR 'SNC - Chat Queue Average Wait Time' which calculates based on the average of the last 20 chat queue entries. Al...

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User205031 by Tera Contributor
  • 2566 Views
  • 4 replies
  • 1 helpfuls

Inbound Action: When CC has a Value

I have an inbound action that creates an incident and assigns that incident to a specific group when a specific email address (i.e. email.address@domain.com) is the recipient.  The problem is when there is a different email address in the CC in addit...

TStark by Kilo Sage
  • 368 Views
  • 2 replies
  • 0 helpfuls

Resolved! Change Interceptor

hi, for some reason our change interceptor is not showing anymore in our PROD environment, its working in our lower environments and i tried to check for differences but couldnt find anything. does anyone has expereince with this ?  

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Capture User Login Data in custom table

Hello All, We have one requirement such that,1. A schedule job that runs daily at 1 am to capture user login events from previous day.2. Schedule job identify login event from the previous day and extract relevant information, including user record, ...

Sonu Parab by Mega Sage
  • 948 Views
  • 3 replies
  • 1 helpfuls

Resolved! Create a flow in flow designer for a record producer

I am playing with Flow Designer trying to create a flow for a record producer for the first time and I am not having much luck. I have created record producers, but never used Flow Designer to manage the flow. I have used Flow Designer for catalog it...

Flow trigger.png Update record .png Task .png Incident.png
riskay123 by Mega Guru
  • 3729 Views
  • 4 replies
  • 1 helpfuls

1 user is not able to see the module in servicnow.

Hi All, in my servicenow instance one user are not able to see one module's data I have checked multiple time that user is active. I have compare that user with another user they both have same roles and groups. still one user are able to see that mo...

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keval3 by Tera Contributor
  • 968 Views
  • 5 replies
  • 0 helpfuls

Show MutliVariable set in the notification via Flow designer

Hi All, I am trying to show multivariable set values in the notification using Flow designer.I have created custom action:Outputs are coming as null.Also i am not able to add these values in the notification. Please help in this. Thanks,Sam

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Samiksha2 by Mega Sage
  • 499 Views
  • 10 replies
  • 1 helpfuls

Escalate incident is a button available for the endusers after 24 hours of ticket submission --- > Service Desk --- This button will be dimmed for another 24 hours after using it for escalation --- after 24 hours the button will be available again to

I need escalate button on the incident form for the end user on the portal. below is the requirement of the escalate button visibility:- Escalate incident is a button available for the endusers after 24 hours of ticket submission --- > Service Desk -...

Community Alums by Community Alums  
  • 2365 Views
  • 5 replies
  • 0 helpfuls

What populates/updates the SLA Due field in the Task form?

My client has requested a custom field that behaves like the OOTB sla_due field in the Incident form. The OOTB field updates ONLY when the old SLA Engine is enabled, and the customer wants it to be disabled.So I tried using the field watcher, but not...

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No Publish option or Approver on Knowledge Block

Hello,I've created a Knowledge Block and, to my understanding, they are supposed to take on the Approval process of the Knowledge Base they're added to.  However when I look at the Approvals tab, I see nothing.  On a KB article, I see the list of App...

Trish Mac by Mega Guru
  • 567 Views
  • 2 replies
  • 0 helpfuls