I have a requirement where the values available in the Pending Reason choice field should vary based on the associated Catalog Item.For example:Employee Offboarding → Awaiting Equipment ReturnEmployee Onboarding → Awaiting Join DateOther Catalog Ite...
I am trying to change the Attach article mapping for SOW for Incidents. I have gone into Contextual Search > Table Configuration > Incident. I have gone into all of the following highlighted records and updated the Attach note field to "work_notes". ...
Hi All,I am configuring our Walk-up Experience audio notification, however upon testing we noticed that the audio notification is being played twice when the user entered the queue and when they are in "Now serving" or when the interaction has been a...
The Problem We Were SolvingOur field operations team manages hundreds of agent site visits every week. Each visit is logged as a scheduled engagement in our custom Field Engagement application on ServiceNow. When an agent becomes unavailable, or a cl...
I am facing an issue. I referred to the document for the new feature and followed all the steps mentioned in it. However, I am not able to see the "Available" option.If there are any additional steps required to make this option visible or selectable...
Good afternoon, We are currently carrying out regression testing for the Australia release in a sub-production instance, and the default lists are not appearing for non-admin users. The message shown is: “One or more property values are invalid.” I h...
Hi, This is driving me nuts and this is only in my PROD instance as it works fine in DEV and TEST. The landing page Donut Charts that I select from SOW Configurations > Landing Page > Tier 1 OR Tier 2 Donut configurations do not actually show up for ...
We have requirement, where we need to show risk assessment ui action in normal change in service operation workspace. currently when we create a normal change in standard UI - the cycle is - New - Assess - authorize post assess we will be seeing requ...
Hi All, Do you guys know how to activete the KPI's so the data can be collected and displayed on the IT Agent Dashboard? The IT Agent dashboard doesn't show anything right now.
RequirementIn a custom CSM workspace I want a tree view in the side panel of each record page showing the full hierarchy: Tables / relations:Interaction: u_interactionTableCase: u_caseTable→ u_interaction references InteractionRequest: sc_request ...
I want to add 2 reports to the 'Overview' (default) dashboard of Service Operation Workspace, now the dashboard is shared with the itil role, so who all have access to the dashboard are able to view my new reports as well, I have set the sharing opti...
Hi Team,I have a requirement regarding the SOW module. When a record is opened in SOW, it should automatically redirect to the “Details” tab instead of the “Overview” tab. All other functionality should remain unchanged.Could you please assist with i...
Is there a way to rename the Work notes / Comments / Email labels in the activity_stream_compose component from UI Builder? (from System UI > Messages, it is possible to change the “Email” label, but this approach is too aggressive since it changes t...
By modifying the glide.ui.html.editor.toolbar property, we can reorder the toolbar header options of HTML fields. How can we do the same (reorder toolbar buttons) for the Email client in the Compose section?It looks like the relevant setting would be...
I have a PDI to test and confirm some proof-of-concepts for a client.PDI is Zurich to be close to the Client's current version. I am attempting to create a homepage variant in the SOW experience, which loads a dashboard with some visualisations. I c...
