Hello, We have two Chat AWA Queues configured under the same Service Channel.Once queue accepts all inbound Live Chats (routed from Virtual Agent).The other queue accepts live chats based on specific criteria on the end-user profile (VIP flag + Locat...
Hi, we have dependent field on sub category so on Incident table subcategories are displayed based on the dependent Category right?but this thing is not working on reports it is showing all the sub categories available irrespective of what category...
We are going through a rebuild of our ServiceNow for our org. I wanted to see if there is any feedback on the use of Request Management as part of ITSM vs Demand Management as part of SPM/PPM/Agile. How did you define the boundary between the two to ...
Requirement is to remove the parent of a group via flow I'm getting the group name in a reference catalog variable and I already tried few things 1. Returning empty value 2. Setting flow variable as empty and assigning that variable to parent 3. L...
Hi All,We want to create report using "awa_agent_presence_capacity_group_queue" OOb database view. Users with awa_admin, awa_manager role is also not able to see the records present in this database view. Getting generic "Number of rows removed from ...
Hi, We have noticed that on Service requests, that once a Request is complete at all stages, a user is still able to add a work note to the RITM. Within Incident when the ticket is in a Closed state, the option to add a work note is removed. Is this...
Hi! I have a requirement where we need to automatically set a default value in List Collector field based on a Look up Select box field value. For example: Lookup select box field name= u_global_groupLookup from table = sys_choice List Collector fiel...
Dear Experts, Greetings for the day I am trying to implement an alert message while trying to click the "Implement" button in the normal change request, so that the users can get an alert if they are implementing the change before the agreed time. fu...
Hi All, I need to submit a catalog item based on the input parameters coming from a web page. What I did till now: 1. Rest API explore --> Name space: sn_sc --> API Name: Service Catalog API --> entered the sys_id of the catalog item and given raw JS...
Hi, The requirement is need to change the backend value in the change form. The custom field name is "environment" and the column value(backend value) is "u_environment". How to rename the "u_environment" as "environment?
for Normal and Emergency change based on assignment group need to populate multiple risk assessments when click on related link
Dear Team, I have a query where there is a need to plan the effort for the upcoming months in one or two months prior of development in Task Table (Example: Enhancement or Demand). I tried exploring all the options, I would like to know if there is a...
I have a requirement to hide the 'Short Description' and 'Assigned to' fields when the assignment group is not CAB Approval. This should be implemented within a single ACL .whenever that current record is assigned to CAB Approval. (after saving that ...
I've been digging around Configuration for a while to see if there's some classes or relationships built for VLAN's. We want to map VLAN's to Services as different VLAN's have different network ACL's. I'm prepared to build out what I need but I d...
Hi Guys, I have a requirement where Parallel approval task to be triggered to Approval group and secondary approval group (custom field reference to sys_user_group). I can see the expected results when the task is being rejected but when it comes to...
