Group items for the result of look up records
Can anyone help me to group the outputs of look up records according to the assignee.
Forum Posts
Agent Assist - narrow down results to search just from particular knowledge base
Hi everyone! I am setting up Counsel Assist (Agent assist for legal) and Im struggling with narrowing down search results to show just specific knowledge base articles. Currently it is filtering every knowledge base and article that user has access...
Holistic Reporting Across Ticket Types (ITSM and Interaction)
Our IT department wants to be able to report out holistically on all 1) Interactions (Live Chat, Phone), 2) Incidents, and 3) Requests (Req/RITM/CTASK) based on categorization. For example, say we are looking at all tickets associated with virtual ma...
Best practices for setting up Knowledge base
Hi, I'm new to ServiceNow and being asked to administer and develop processes related to it. At the top of my list are knowledge base and facilities.From a knowledge base perspective, is there a demo site or walkthrough out there to see what the be...
Resolved! Email Reminder to Knowledge Article authors in ServiceNow
How can I set up automated reminder email to Authors of knowlege articles 3 days before knowledge article expiration date?All clues are greatly appreciated. Thanks.
UI Builder Workspace Client Script Getting Executed Twice
Hello, I have a workspace I have been working on and for some reason my client script is being ran twice within the workspace but once in the native platform view. Here is some examples:Any thoughts or suggestions to fix this? I have a couple embedde...
Configure Outlook actionable messages
Can anyone tell me why ${mail_script:include_survey_actionable} script is not working in any notification.I have followed all steps written in embed surveys in outlook but in email logs, I can't see the survey in the same mail.Questions :1.Can I test...
Customer Comments not relayed to SCTask and Fulfillers
We have modified our RITMs to not be assigned to a group or a person but the SCTASKS are. The issue we are having is a customer, via the Service Portal, can enter comments into their request but the fulfiller does not see those comments because they...
how to correct the intent
Go back to the NLU Settings tab and make sure this phrase is tied to the correct intent. [preview only] Your test phrase triggered a different topic. Go back to the NLU Settings tab and make sure this phrase is tied to the correct intent. how to solv...
Resolved! How can i redirect to another URL if ESC is no longer the prefix
I changed the prefix from Employee Center (esc) to another one, but the thing here is that I need to redirect anyone that is using this prefix to the new one, I want to know a way to trigger this.Is there a way I can do this?Thanks.
Compose in Workspace
Hi,In the Service Operation Workspace inside incident form we have the 'Compose' OOB Section which contains two tabs: Comments and Work notes (Private).When the user click on the Comments tab, you can see in small letter the sentence:"Everyone can s...
Resolved! Portal redirection post URL Suffix change
Hi Everyone,Recently i have encountered with scenario where i need to change the URL Suffix from x to y. Now issue is if users have bookmarked the kb articles which are referring to "x" URL suffix then how can i route users to "y" URL Suffix portal f...
IMAP Configuration with OAuth2.0 problem
We created an Application registry with all the needed information (Client ID, Client secret, Authorize URL...)We also added the 4 scopes mentioned in the KB0816072 in both OAuth Entity Profile Scopes & OAuth Entity Scopes :When we try to do the "Aut...
Expedited Changes
The current setup in our environment is, when we raise a Normal change and the risk is "High" and the planned start date is less than a week, then we click "Assess" it automatically turns into an "Expedited" change. Where can I check this functionali...
Resolved! Flow Designer - Group Items
I would like to use flow designer to look up a few items and then email out on those items. I don't want to have an individual email for each item, I would like it to be in one email. I can not figure out how to do this. Can anyone provide any guidan...
