HiI am currently working on a scenario where the SCTASK should be set to Active = false when it is cancelled.I noticed that there is an out-of-the-box Business Rule that updates the SCTASK record to Active = false when the state changes to:Closed/Res...
I am new to ServiceNow but I have been asked to prepopulate a catalog item's variables from a URL that is passed to the end user in an email. From my searches on the ServiceNow community, I came across two helpful articles and followed their guidanc...
I built a catalog item, but after submission the fulfillment flow is not being kicked off. The request and RITM exist but no approval and no tasks.
Hello, I created this ACL so that only users with the `hr_itil` role can see requests from the selected categories. However, even with this ACL, the requests are still visible to everyone.
Hi all In our instance if I attach a KA to an incident I'm prompted to add comments that enter the Additional comments (customer visible) field. This is expected behaviour as far as sending an article to the caller but is there a way so that if, for ...
Hello Community,We currently use CSM for external client facing support & services and are implementing ITSM to support those client requests, with an automated flow from Case to Request (CSM to ITSM).There is a design debate internally:Implementatio...
We are in the process of re-evaluating how itil roles are allocated and would like your help or recommendation. Current process:Since 2016 we have had a ‘ITIL Group’ and we add all fulfillers to this group. This group has the itil role. Suggestion:In...
Hi Team, I have enabled this msg by writing below script in Catalog UI policy. But I want to add hyperlink so that user can click that link and can be routed to the Onboarding form. Which module i can use to enable this var msg = "Choose the appropri...
As an admin I have access to templates (via the template/document icon in Contextual Menu) within Agent Workspace for both Incidents and Tasks. However, all other users with the template roles only have access to templates for incidents. How do I giv...
Hi, For any Major Incident, when a user clicks the Resolve button from the Major Incident Workbench, both Work Notes and Additional Comments should be mandatory. The incident should not be allowed to move to the Resolved state unless these fields are...
Hi All, I am trying to capture Profile Picture for users with the data coming from Azure Entra ID. I created a IntegrationHub action to call Azure Entra ID endpoint for the profile picture and the data received is "binary data of a PNG file". Now I a...
Hi all,I have created 3 definitions, like for priority 1,2,3 and the start, pause, stop conditions are same except the priority for all the sla.Here whenever I created a P2 incident the sla is attaching and when I change the state and pause the incid...
Hi experts,We have a requirement to apply reference qualifier for a reference field based on for form view. We have 2 views for location table say A & B. The reference qualifier specified on the Dictionary entry should be applicable only for view A a...
Hello ServiceNow Support Team,I am currently working on the Micro-Certification – Welcome to ServiceNow (Zurich) course and facing the following issues:- My lab instance has been terminated and I have 0 instances remaining. The "Request Lab Instance"...
I have scheduled an report with the type pivot, the report triggered as PDF. Is there a way for use to extract the data from the report. If there are any possibilities please let me know. ThanksMourya