Resolved! Do we have options to cancel a problem ticket?
Hi experts, How to cancel a problem ticket? Is it possible to cancel it without adding any scripts from back end? Please suggest a solution for this. Regards,Sofiya
Forum Posts
Resolved! Guest Email Reply Failing to Update Comments
We updated to San Diego about a month ago. It was just noticed that when a guest user replies to an email sent from an ticket the reply doesn't go into the ticket. I've checked records to see when this started and it definitely began the moment we ...
Resolved! How to get a report reflecting incidents closed without KBA attached
Good afternoon, I need assistance with a report in service now related to KBA. There is not an option in SN that reflects INC or SCtasks where KBA was not attached. I am able to see KBA that were used by getting data from Knowledge applied to Tasks [...
Roles required to create Dashboard using VTB data
Hi Team, I have given "Content_admin" role to user and user is not able to see content management module. What are the roles required to create Dashboard using VTB data, by adding a Widget -> Content Blocks-> New iFrame or New Static HTML. Let us kno...
How to import attachments from one instance to another instance?
I need to import 1 attachment from prod to dev.(Need to have same sys id) I tried using export xml and import xml. It didn't work. Please guide me how to achieve this,
Resolved! How to create counter for "My Requests" on service portal header menu
Hi All, How to create a counter for "My Requests" in the portal header menu like "My Approvals". **Attached the image. The count value should consider: User's Incident(s) in state On Hold / awaiting callerUser's Requested Items in state On Hold / awa...
How to replace string with another in variable while submitting a catalog item
Hi Mates, I have an issue where in when a & is added in a variable of the catalog item its shown as & I ant to replace it each time when catalg item is submitted , Hence created a script and used in business rule somehow does not seems to b...
On Hold States
When state changes to onhold , onhold reason will be visible in incident form Cab anyone give me explanation and when we use below states - Awaiting bridge call- Waiting for parts- Awaiting resolver response- Waiting for customer response.
Why is my Scheduled button not showing up? Cannot find the feature to add
I created a new Change model that mimic the Standard change but for some reason the Scheduled button is not showing at the top on the new model i have to use the state drop down to schedule. functionally it matches the original but i would like to ha...
Resolved! List collector field with email option in Service Catalog
In other tables the Watch List list collector object can also have an email box, for typing in emails directly which are not.I'm working in the Service Catalog, and would like to provide the ability for users to select a user from a list collector, b...
Resolved! Auto-close RITMs not approved within 30 days
Currently, we are running a report on a daily basis to check for unapproved requests and manually marking them as Closed Incomplete if the request is not approved within 30 days. We are looking for a way to automate this. I think I need to setup a S...
How to check user available / allocation capacity
Hi All, David has been allocated to one project as per day 7hrs , resource plan created against his name. now how to check his reaming availability hrs still, What is his Actual Availability hrs before allocation to project.?
Resolved! How to add Business service field in the incident table for ATF
Hello, I am told that we will not use any demo data from service now and all the data given by service now will be deleted (most of it). Now, I have been creating users and groups dynamically as required for my test case. Now, in the incident table, ...
Business Services vs Application Service? How is the relationship?
How is the relationship read? Business Application Consumes Application Service? or Business Application Consumed By Application Service? Per my understanding, Business Applications make up an Application service. So it should be like 'Business ...
"Risk Assessment" UI action is not working in Agent Workspace
On enabling "Risk Assessment plugin" for change request application, we get a UI action named "Risk Assessment". Once clicked, it renders through a UI page to answer Risk questionnaire. We are trying the UI action in workspace through workspace form ...