Hi Everyone,We currently have a three‑strike rule on Incident → Awaiting User that sends reminder notifications to the affected user after a defined inactivity period and may eventually lead to escalation/closure. Problem / Use CaseThere are scenario...
Hi everyone,I’m working on a requirement to auto-register external users via a Record Producer (about NDA Generator).The Scenario:An internal user submits a Record Producer with an external user's email address.A Flow Designer flow triggers to regist...
Good morning, I have two questions about attachments handled in ServiceNow. Regarding privacy: I can restrict access to attachments. Not all attachments, so it can't be a general rule. There are certain Service Offerings that should have their attac...
Hi Community! In the service portal, there is a field "approver" which is a reference field and I wanted to make it read only. Since the field is not a variable set, it is a custom field inside a custom Service Portal cart widget. Catalog UI policy/c...
Hello Everyone, I've created a report on RITM table and in the columns, I've selected the columns from RITM variables. As an admin I can able to see the variables in report but for ITIL users the columns are not visible. Any ideas on why this is not...
Hello Community, Now I know there is a lot of information available on docs and learning content for Change Request Management, but recently I got a feeling that there should be a one-stop shop for Change Mangement information. That is the reason I a...
Hi all,I am working on an inbound email use case where I need to populate the Watch List field on a Case record using the CC email addresses from the inbound email.Current behavior:If there is only one email address in CC, mapping it directly to the ...
Hi, We are currently working on the implementation of 50 Platform Analytics reports, distributed among a team of 5 members(developers), with each member responsible for 10 reports.All reports are intended to be integrated into a single dashboard, whi...
Good afternoon.!I have a requirement to start a service in a Mid-server. I have logged-in to a mid-server hosted on Windows OS, and I went to "Services" from start bar, and I want to start a service. But it keeps failing and gives me the below error:...
Hi everyone,I’m working on a scenario in ServiceNow where a Flow is handling approvals and updating a Requested Item (RITM).Current situation:The Flow triggered approval activities correctly.One of the approvers did not approve, so the request moved ...
I’m trying to add a custom button on a Service Catalog Item and would like some guidance on the best approach.I need to place a custom button on the Catalog Item form that will perform a specific action when clicked, Example : Add a button called "Re...
Hello everyone, I am currently working with the On-call Calendar in ServiceNow and trying to display all employees who are active on a given day.So far, I have configured the group, schedule, and shifts. However, I am encountering an issue with rotat...
Hello Community, I’m facing an issue with a custom Business Rule on the Requested Item (RITM) table and would appreciate your guidance.I have a Before Update Business Rule that executes when the RITM state changes to Fulfilled. The purpose of this ru...
The major issue here is we are trying to build out a new knowledge structure and I've created KBs for each of our main IT towers, to handle both agent and "customer" (non-IT folks) articles. Having one customer facing KB creates a big headache of who...
All, Wanted to create a database view for the specific Request items which have skipped approvals in the workflowand provide the report access to the user. Thought of joining requested item, Workflow Context and Workflow History to create that view. ...
