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Service Management
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Understanding the Problem Management Process in IT

What is problem management?Problem management is one aspect of ITIL implementation that gives many organizations headaches. The difficulty lies in the similarity between incident management and problem management. The two processes are so closely ali...

  • Question

How to adjust MRVS grid display on a catalog item?

I'm a new catalog manager and am trying to build an access request form. We've got a little under 30 tools, with just under 200 different levels of permission. Some of these permissions have restrictions based on the team to which the user belongs. I...

  • Question

RITMs set to close complete, when one sctask is still on hold state.

For RITMs that do not have any workflow or flow, the RITM is getting closed as Closed Complete when a manually created SCTask is set to Closed Complete, even though another system-generated SCTask is still in On Hold state. Please help if there are a...

  • Question

Weird issue: Image added as attachement every time case is opened

Hi allWe have a somewhat weird issue in our solution, and I haven't found any mention of it other places, so I wondered if anyone have seen something similar.Sometimes when an image has been a copied into a comment on a case through our customer port...

  • Question

Resolved! Integration Between JIRA and ServiceNow

Good morning everyone! I'd like to clarify a question regarding ServiceNOW integration.  Currently, we use JIRA to handle demand escalations between ou teams (Institutionalization, N1, N2, N3, Database, and Product Team), where each incident is handl...

  • Question

Resolved! URL on Report

Hello.  I have a URL field on a report (see attached example) Instead of displaying the entire URL, I would like it to be a link titled "Enter Time Card" and then if you click on it, it takes you to the URL. Is this possible?

  • Question

Report Creation in Zurich - stuff changed???

I am trying to create a Requested Item report and chose columns from the catalog item variable.  This has always worked in the past (before Zurich). Now, however, when I run the report, those columns are showing blank? Did something change in Zurich ...

  • Question

Time Card Entries - email process

Hello.  I am trying to come up with a way to make it easier for our users that don't use ServiceNow very often to update their timecards in ServiceNow. This would be timecard entries for work related to a Project record in ServiceNow.  These users ar...

  • Question

CSP portal report a dispute says 403 error

I have impersonated a user Illiana to create a dispute request. after navigation got this permission issue. not sure which permission to assign for that user.

  • Question

Resolved! flow designer

I am not able to understand in this situation how would i update my record like once catalog task is closed RITM and REQ should complete. but here i am unable to find where to update this.  

  • Question

External User access on record producer form

I have created the record producer form, but it needs to be submitted by external users who are not part of our organization. How can we achieve this using the record producer or any inbound action method?

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