Service Management
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Activity in Service Management

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SLA to stop retroactively at the 'opened_at' date/time

I have an Incident SLA, which is set to retroactively start at 'Contact date'.I want it to pause at the 'Opened_at' date/time, (which is the moment the Incident form is opened. That is, when the technician clicks the 'New' button). But it actually pa...

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FSM Schedule Entries

In the dispatcher workspace I have created a schedule for an agent which is 8 to 5, after creating the schedule shows as white colored box. Here when I am creating a schedule for 8 to 5. I need to fill the schedule entry also, so when I am filling th...

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  • Field Service Management

import set

ok there is no delete option........thanks for help 

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Resolved! Case shows Conflict pop-up when opening Change

Dear guru's I ran into a problem where I can't find a solution for. When creating a case, and then creating a change, I get something weird. When I go to the case, and go to related records, I have the field Change Request. When clicking the informat...

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  • Customer Service Management

How to redirect Users with Multiple SSO IDP

Hi , We have configured multiple SSO integrations with Okta. After authentication, users are redirected to the ServiceNow homepage using the first SSO (SSO-OKTA). For another set of users, we have a different Okta application (also SSO-based), and th...

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CIS ITSM Retake

Hello, I failed my first attempt of CIS ITSM. I am a CSA & CIS DF Certified Admin. For the first time attempt, it was for free, now it is asking me to pay $112 to register. Although I have a partner account, is it a must that I have to pay for the se...

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Resolved! How to change the popup vieww of a reference field in Service Portal.

Hi All We are showing a Record producer in the Service Portal. It has a reference field pointing to cmdb_ci table. if we select any CI, then we will see the reference icon (i). If we click on it, we are seeing default view. How can we change it to a ...

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Merging old and new id issue

I have done all my certifications in my personal mail id now I am moving into my new company as some pre-requisite certifications are needed if I merge my personal mail id in to company mail id while leaving the organisation can I update it back to m...

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Change Success Score Dashboard

I am trying to learn how to use the Change Success Dashboard out of box and have two questions, wondering if anyone else has run into these.1)  The scorecard view for comparison among Assignment Groups only shows 10 Assignment Groups and there is no ...

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How to Remove Service Offering Out of "Draft" State

I’m stuck! Can someone tell me how to get a Service Offering out of the DRAFT State? I have all the right roles (service_author, service_admin, service_editor) and have tried to follow directions in this article, but I can’t seem to update the State....

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Resolved! Choice Field not Appearing in Breakdown Source for Indicator Breakdown

Hi Everyone,I am trying to create a breakdown on an Indicator that uses a choice field. But while creating the breakdown source, I don't see the choice field for selection. Also, when I created the breakdown source on sys_choice table, I am getting b...

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