I have an issue with Agent Workspace where our agents are unable to @mention any other user from the activity form. In the "classic" interface, like incident.do, mentions work properly: However in the Agent Workspace interface this list is empty: T...
Hello, I've been asked to find a way to send an automated "welcome" email, with KB articles to a user who has been granted the ITIL role. I've been trying to do this, through Flow Designer, by setting the trigger to fire every time a new record is c...
Hi Guys, I need to overwrite the default Valid to date in the KB article. OOB, when you check out an article, automatically it sets it to 2100-01-01. I need to keep the current Valid to date if it's greater than today's date and not update it to 2100...
Has anyone had experience doing this? From what I understand there are different system views which trigger an event called kb.view which then increments the view count based on viewing a knowledge article in the ess. But when it's viewed in the SP t...
There is an OOB business rule that calulates the wait time based on actual time (see below). Our requirement isn't to get the actual time but similar to how an SLA would run, base it on a schedule. How would this be modified to take into consideratio...
Hi Folks, we have the requirement to implement a "contains"-search in Service Portal. For example, if someone is searching for an Apple device, he should also get the results when only typing "pple": In the forum, I already read that this could be...
Hi, In New York instance, I have 2 catalog variables with common class name elements. Element 1 'Name' is of type Label Html path of this element is ‘div.ng-scope label.ng-binding’ Here, div class name – ng-scopelabel class name - ng-binding Element...
I have few user groups . I have the encoded query with their sys ID after filtering the required records. I would like to know how can I insert multiple group types i.e (ITIL, Demand,Agile) to these groups considering few groups already have some val...
I have a user-defined field on the sys_user table. Based on this field I would like to show/hide containers on the home page of our portal. As I understand it, you cannot OOB hide a container based on user criteria, so what is the best way to do this...
We're implementing discovery and I need to know how much our instance size is growing as a result.
I have tried searching for this issue but can’t seem to figure out what is the right way to do this. I have a ServiceNow table with user details including a password field (2-way encryption). An external system wants to query this table via REST and ...
There was an update done on one of our workflows. Assignment Groups were removed from a notification. I am trying to determine when and who made these changes. When I go to workflow versions it gives a list of versions but when I click on the one I...
I created an article with a knowledge block in our test instance. The article is in our self service knowledge base which is not restricted at all, but the knowledge block has a restricted audience. I set "can read" on the block to only for members...
Hi Guys, I have been looking into the Community on how to populate the Short Description and Approval for on the Knowledge Approval and I could not find a good answer. Could some please share the right way to fix this issue. Thank you! Regards, Joce...
Does it make sense to extend kb_knowledge table to task table? One reason, the sysapproval_approver table does not show the: Approval forShort DescriptionEntered for Knowledge approval. That is because the 3 fields above are coming from the task tabl...
