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Resolved! change state edit in list form

hi. can anyone help me with the requirment, i have written business rule for the change state where only change manager can be editable in list view, person who has admin and change manager need to edit the 2 fields, person only with admin should not...

sai190 by Tera Contributor
  • 3541 Views
  • 10 replies
  • 2 helpfuls

Resolved! Why can people without access read knowledge in the knowledge base?

I'm having a problem with knowledge in my instance that I know is not OOB behavior, but I can't put my finger on what is going on.  In my PDI I followed these steps: Create a knowledge base. Assign "users with 'itil' role" as a "Can Read" and "Can Co...

Bendezium by Tera Expert
  • 3642 Views
  • 3 replies
  • 0 helpfuls

Resolved! Record Producer Not Editable

Hello everyone, We have a Record Producer that is displaying the following message each time it's opened: "This item is in the process of being published. Please do not edit the item". That's, all the fields on the form such as Name, Table name, Stat...

Austine by Tera Contributor
  • 2146 Views
  • 3 replies
  • 3 helpfuls

report of - In which team sla got breached

I want to report when the sla got breached and by which team. e.g. Incident is assigned to Group A, ticket got breached here . Then it is assigned to Group B. the ticket will remain breached here so in report we are unable to get by which team SLA go...

neetika by Tera Contributor
  • 11568 Views
  • 32 replies
  • 5 helpfuls

Resolved! What is the criteria to set Priority?

What is the criteria to set priority of an incident/problem? I know it involves impact and urgency however if there are any other factors available could anyone mention those? Thanks!

Agent Chat - Copy Interaction to Incident

When testing Connect Support, I think I recall being able to create an Incident (as a Quick Action) which carried across into the Incident record the chat dialogue (cant recall what happened to any attachments exchanged during the Connect Chat dialog...

NigelM by Kilo Contributor
  • 5522 Views
  • 10 replies
  • 1 helpfuls

Resolved! Failed API level ACL Validation

Hi Team, Good Day! I am seeing an issue where we are getting below error message in response, whenever hitting table API (incident) in order to create an incident. {     "error":{        "message":"User Not Authorized",      "detail":"Failed API leve...

_navin9898 by Tera Expert
  • 3833 Views
  • 2 replies
  • 2 helpfuls

ATF: Error at record query step

I'm testing use cases with ATF's and getting an error message at record query step. Error: FAILURE: No records matching query:Parent = LNP0001037 1. Impersonate user 2. Opening record producer in portal page 3. Set variable values 4. Submit record pr...

Sai152 by Giga Contributor
  • 4706 Views
  • 21 replies
  • 0 helpfuls

How to handle recurrent maintenance tasks?

How are people handling recurrent maintenance tasks in servicenow?  Currently we have about 20-30 recurrent tasks that our IT team needs to do at regular intervals, most are weekly, some monthly, and a couple annual/biannual. Each task would be assig...

jazker by Tera Contributor
  • 1835 Views
  • 1 replies
  • 0 helpfuls