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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.

glenschultz by Kilo Contributor
  • 9969 Views
  • 6 replies
  • 0 helpfuls

How to increase auto logout time duration?

How to increase auto logout time duration?IT support teams (service desk, incident management team) have to monitor ServiceNow continuouly. For that they need to acess ServiceNow. My query is the current auto logout duration is very less and it leads...

itapish by Giga Contributor
  • 1821 Views
  • 3 replies
  • 4 helpfuls

Resolved! How to populate data to MRVS using onsubmit client script

Hi Team,I have a requirement where i have to pre fill the MRVS which has single column based on certain check box and variable inside MRVS is the reference field. How can i acheive this using on submit client script. Refer the below img.Based on thos...

Bindhu1_0-1674136527684.jpeg
Bindhu1 by Tera Contributor
  • 1194 Views
  • 3 replies
  • 1 helpfuls

Approvers not showing up when using custom change model

I am testing the use of Change Models in my PDI.  I created a Expedited Change model which simply skips the Assess state (New >> Authorize).  The out of box models for Normal and Emergency show the approvers for their associated states (Assess and Au...

Does padStart work in ServiceNow?

Hi All, I have a requirement, to make a string length equal to 7 by adding leading zero's to it. For suppose if I get 10 --> 0000010, 100 --> 0000100 , 1000 --> 0001000 I have tried the below code in background script and I am getting result as undef...

Ajay37 by Tera Contributor
  • 1262 Views
  • 2 replies
  • 6 helpfuls

Resolved! Outlook Actionable Messaging

Hi. This is regarding Outlook Actionable Messaging for approvals. 1. Installed sn_ms_oam 2. Modified sc_req_item notification message - ${mail_script:include_approval_actionable} Is there anything else I am missing here. I previewed the notification ...

sravanip by Tera Contributor
  • 1302 Views
  • 9 replies
  • 1 helpfuls

Duplicate locations

Hello, I have duplicates in cmn_location table and having data in all the duplicate records. I want to merge those records into one record. Can someone help me with the script.  

Sai Cerni by Tera Contributor
  • 864 Views
  • 3 replies
  • 0 helpfuls

Resolved! How to get catalog item variables in report or db view?

How to get catalog item variables by joining sc_req_item and sysapproval_approver tables to get requested items that are approved by users from a particular team and raised by using a particular item. I need record fields with that particular item fi...

Fathima6 by Tera Expert
  • 2276 Views
  • 4 replies
  • 2 helpfuls

ACL Filter condition is not working properly

Hi All, I have a requirement to Make Fields read-only on list view Short Description, Description, Priority, Assignment Group, and Assigned To when the conditions are met roles="major incident manager role" and major incident  state ="acceptedcan any...

Community Alums by Community Alums  
  • 587 Views
  • 3 replies
  • 0 helpfuls

Resolved! A closed incident keeps generating survey requests

I have a case where the user and fulfiller kept an email dialog going through an incident after that incident was closed.  When the incident was closed, the appropriate survey invitation was sent.  After that, every time either party sent an email to...

johnfeist by Mega Sage
  • 865 Views
  • 2 replies
  • 1 helpfuls

Resolved! How we can group by the Array value

Hi All, I was getting manager values into array format from catalog variables For Ex: a9fd3acf1b832010165320ebbc4bcb26,a9fd3acf1b832010165320ebbc4bcb26,c9c841250f6c8240059d7d4ce1050e63,dd9e60060f67b500059d7d4ce1050e93,c9c841250f6c8240059d7d4ce1050e63...

naveen14 by Kilo Guru
  • 1958 Views
  • 19 replies
  • 3 helpfuls