Resolved! ITSM process diagrams
Hi,Where do I find a diagram of a swim lane or flow chart of SN best practice for Incident, Problem, Change, Service req. ? Thanks in advance!
Forum Posts
Resolved! Duplicate attachments are getting attached.
Hi Everyone,I have created a Record Producer where one variable type created as Attachment. When we are trying to attach documents through this, same document are getting attached 2 times.On notes section on task record one document is showing blank ...
What is the main difference between Order Guides and Record Producers?
We are looking to use Order Guides or Record Producers in New Hire Order Forms and wanted to know which would be easier to maintain and which would be easier to view from by the employee.
Auto run transform map using the excel sheet provided in the catalog item
We have a requirement that if once catalog item is submitted, approved, It will take the excel sheet from that request and auto run an existing transform map which will update multiple records in an OOB table . Please suggest on how to make this poss...
Resolved! add agent assist on service operation workspace sc task form
Hi All, Add agent assist in service operation workspace(SOW) sc task form contextual side bar. Regrads, MK
Resolved! Is there a table definition in Service Now? Can my analysis approach be improved?
My objective:To identify tables and fields in Service Now for external reporting purposes, specifically around Incident, Change, Problem, etc. The reporting is to deliver metrics like a SLA's met, SLA's that have breached, how many incidents/change_r...
Using a business rule, validate that a date in a date field is not more than 6 months old.
Hello Team, I'm trying to validate multiple conditions before automatically creating order records when the date field changes from empty or null to any date. But I'm not sure how to make the following points a reality. I've previously written about ...
Resolved! How to change state of catalog task of finished activity in workflow?
Hi All,I have a scenario where I am setting catalog task to pending change in a workflow activity but during execution, activity state showing as finished and I am not able to change the state of the task back to work in progress. Even using BR and R...
Resolved! How to add reference link to email body like notification
Hi,How to add a reference link to the email body I tried but it is now showing the link to the record. ${URI_REF}
Case is auto created when a user orders a service catalog item in platform
Hello, We use CSM. I am trying to figure out why a case would be auto created and associated to a request when a Service Catalog item is ordered in platform view. This happens when some of our employees with itil role orders a Service Catalog item....
Resolved! Convert Selected Date time format into custom format.
Hi,when I select the start date from the catalog variable I want to convert it into a custom format in a new variable. For example, if the start date is 22/01/2023 11:36:52, I want to convert it to 22/JAN/2023 11:36.But when I use the below code it's...
Resolved! any whatsapp group for service now please help
please find the above problem
Resolved! Can anybody please explain why we initialize Object using this? What is the significance? Code below
Please help me understand the significance of initializing with this keyword here. Even without this the code will work, if we pass the parameters to function ( assuming function is returning something).. SPCart.prototype.initialize = function(cart...
Resolved! Flow designer set stage to request_approved instead of waiting for approval
Hello, Stage value is configured to be 'waiting for approval' in flow designer just before Ask for approval action however in ritm it is set to 'request_approved'. Can anyone help me know the issue. Thanks in advance
What is the definition of Close Code vs Resolution Code?
We are using close code and resolution code upon closing incidents. It is confusing to the ITIL user. I searched the WIKI and cannot find a definition. Do you have any we can use (checked the glossary as well). Thanks.
