Service Management

Resolved! 'Request For' Field Grayed Out on Order Confirmation

This question was posed in a 2023 post. The answer was to go to glide.sc.req_for.roles and update it if needed. If it's blank that means all roles have access. Ours is blank but I have a user who still sees a grayed out 'Request for' field on the Or...

Question

Multiple ritm under same request ,but flow is not triggering for all ritm

When we are submitting Request with multiple ritm in it, then flow will not execute for all ritm .In flow we are simply creating task once we submit catalog item.so task is not getting create for each RITM. Attached screenshot for reference

Question
ITSM
Service Catalog

Resolved! How to redirect to standard change catalog when creating Request from Incident form

Hi community friends, I need your help. In ServiceNow there is a service catalog called : Standard Change Catalog and I want to direct users with the ITIL role to this catalog when they create a request from the incident form. When I Click on Crea...

Question

configuring Chat interface(CSM)

When a customer starts a conversation(chat), system searches for available agents and routes them to one. Currently this is how it is working. It uses AWA based on availability, capacity and skill. Can we add an option field/choice field to the chat...

Question

Visibility of case attachments for customers

when a case is updated, an email notification sent to customers. This email also contains all the attachments of the case(OOB). how can we restrict the attachments for agents(internal users) or customers (external users)? so that the attachments whic...

Question

Process requirements

Dear ServiceNow Community,I am reaching out to ask if anyone can share a checklist or any guidance on the key requirements to consider when setting up processes and configuring tools in ServiceNow. I am particularly interested in resources that would...

Question

SLAs for Service Requests

I want to implement SLAs for Service Requests. Should I include a response SLA, and should I introduce Priority levels for Service Request SLAs? For example, I want a password reset completed within 1 hour, but a laptop request may have a 10‑day fulf...

Question

Enable guest Agent Chat on Consumer Service Portal

I've installed the following plugins in my PDI:Customer Service ManagementConsumer Service PortalWhen I open my portal (/csm) in incognito and click the chat icon, it redirects to a login page. I'd like to enable guest users to initiate chats, which ...

Question

Having Issue with 2 Approvals in a Flow

Have a flow that has 2 approvals in it. Both set up as a group approval and that anyone within the group can approve it.It was reported to me that the first approval, even when someone in the group approves it - it doesn't show approved. I created a...

Question

Integration PowerApps to servicnow CSM

I want to integrate Power Apps with Servicenow CSM.When the power apps submits data, the case should be created in servicenow.And variable from power app should be bundled in Description field of CSM case.Can anyone suggest me the approach for this?

Question

Getting "Invalid Update" when trying to update a Catalog Task in Workflow Editor on WashingtonDC.

We are migrating from an old instance of ServiceNow to a new one. Both are on WashintonDC. I used the "Add to update set" utility to add the catalog item and workflow to the Update Set and then exported and imported the XML file. I did this first i...

Question

Unable to get to Generate sequence button to enable RITMs in Order Guide to be fulfilled seqentially

I am trying to test generating multiple RITMs sequentially in an Order Guide. I followed the steps below to get to the Generate Sequence UI button but I am not seeing the "Generate Sequence" UI Action button because the last step "Order Guide Items"...

Question

How to Set Secondary Owner to AD Group in Active Directory through ServiceNow Flow

We’re implementing an automation in ServiceNow to create Active Directory groups and assign ownership. Our goal is to set both the primary owner (“managed by”) and the secondary owner(s) at the time of group creation.What works: Creating the AD group...

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

Want to Show and hide choice options from a variable in Catalog item

I am working on a requirement in which we have one catalog item and inside this we have a field named 'Please select the category of task completed '(select box type). This field contains options such as Account Driver Support ,Diary Management , Doc...

Question
ITSM
Service Catalog

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