Hi, I have created an Add button in the Service Operations Workspace on the Change table for the Related Knowledge related list. When I click the Add button, the form opens as expected, and I am able to select the articles. However, after clicking Ad...
Hello Everyone,I would like to build an ITSM report named “Knowledge Search Failure Report.”Definition:A search will be considered a failure in the following cases:No results are found, orThe agent does not click on any articleRequirement:This report...
Hi All,We are facing an issue with inbound emails creating Cases in ServiceNow.When an email is received, a Case is created. For some Cases, the “Email received” entry is visible in the Activity Stream. For other Cases, the email is NOT visible in th...
Good day!Anyone here have done a portal form and on the form, instead of a reference to sys_user, the requirement is to pull user information from Okta. The form will have a freeform text where submitter will provide the email address, then click a c...
Hi Team,I am trying to implement a Reference Qualifier using a Script Include, but it is not returning the expected records.When opening a reference field, records from the main table should be filtered based on:A parameter passed from the form (para...
Hi all, We have REQ > RITM > CTASK in Servicenow , is it mandatory to have this hierarcy or we can have only REQ>RITM if the single team is working on the ticket. If multiple team is involoved can we have one REQ and multiple Request item created ? ...
Hi Team,I am working on the report “Count of Escalation Rate to Tier 2/3” and tried creating it using the sys_audit table.Currently, I am filtering based on assignment group using the below sys_ids:Tier 2: 25a066f41b7c0290adcd42e2cd4bcb1bTier 3: 6232...
Good morning.!I have requirement to create 2 indicators for Performance Analytics? We already have average time to resolution in our Dashboard/Report. We also want the below.Requirement:- Average time tickets stay unassigned as they enter my group. (...
Hi AllI have a question related to user's time zone. I set the time in CHG request and it is for example:Planned start date: 2026-04-02 06:30:00Planned end date: 2026-04-02 07:30:00 but in email notification I see thse dates as:Planned start date: 20...
How to Sync Multi Row Variable Sets Between Consumer and Provider Instances in ServiceBridge Service Bridge helps connect Consumer and Provider instances so that catalog items, requests, tasks, and fulfillment activities can flow between different Se...
Cannot remove Guest user set to CanRead in Knowledge Base.I clicked the Edit button, removed the user criterion Guest User from the Can Read List, and clicked the Save button, but it has not disappeared from CanRead. Why is this?
I have created several reports on the Dashboard using Performance analytics, but when I apply the interactive filter, it doesn't affect the filter. My client requires that all reports or PI should respond to the interactive filter. Could you please a...
Hi All,I’m working on a requirement in ServiceNow and would appreciate your guidance.Requirement:We have a catalog item for ServiceNow access. It contains:A variable “Service Required ” (dropdown) → includes Request AccessA variable “Type of Access” ...
I need to create a list view of all our reports. Since Report Name is not unique, I need the Sys_IDI've tried every which way but loose to locate and expose sys_id in the list view of sys_report or in report_stats.I am admin, but cannot see the fiel...
I added images to the description, and the users select the choice option in product variable, but when user selects a product, the related image also should be added to the incident created using record producer.
