Hi All,We've been asked to define SLA's on our Service Catalog items and i'm trying to find the best way to do this.After the REQ is approved by the Line Manager, the RITM's are generated and sent to our change team for validation. Once these are v...
I have created a UI macro and widget in catalog item to download attachment by attaching in kb articles and pass sys_id of attachment.Admin and ITIL User is able to download that attachment but for end user its saying "attachment does not exist".Fo...
It was recently reported that our end users are seeing work notes made by ITIL roled users in the comments and work notes and/or Activities (filtered) fields on forms even though there is an ACL that limits read access to task.work_notes to users wit...
This may seem like a strange customization, but we've had a request to be able to copy an RITM, similar to copying a Change request. With the Change, the fields are copied over but then the client would make all of the necessary modifications and t...
We need to run a report of CIs Discovered, grouped by Schedule. The issue is we see multiple entries for various CIs. Is there any method to filter those duplicates out? My goal is to get a report of CI's first discovered date by Schedule. Thanks!
The current Knowledge article view does not limit the image size on article. If a user uploads an article with the size (say 3944 x 2536 pixels), it will be displayed in the actual size and users had to scroll both left and right.Is it possible to li...
Hi: I'm not having any luck running 2 approvals in parallel within a request item. It seems that one approval has to finish before the second one starts. Is there a way around this? Like perhaps kick off 2 requests items within the master request ite...
Hello Everyone,I have worked on the generic workflow where catalog task are created through the run script.Now I need help how can I make variables visible on the catalog task in script.Here is the script were catalog task are created:while (gr.next(...
I need to send an email notification to customers 7 work days prior to a variable date in a task.I've read a lot of documentation and community entries and I've not found anything that fits my scenario. I don't think a timer would work, I need to s...
Hi everyone! I want some variables to be visible only on the task level (so hidden for Catalog Item and RITM).I used "Reverse if false" function on advanced UI Policy view, selected "Apply on Catalog Item view" and "Apply on RITM view" checkboxes, Ap...
Hi,Our customer got their catalog store linked up with SSO. So their internal users logs into the company's cloud and can then access and order catalog items.now they want to allow their external vendors to view certain(not all) catalog items without...
Hi All,I have created a couple of new Catalog Items and are active in the Maintain Items table. But when I search from them in the Global Search, it says that the name does not match any items.These items belong to an active category, no available fo...
Hi CommunityI really hope theres a Domain guru out there who can help me.Im working in a domain separation environment and im working on "Request nr 0".Its a Catalog item from where some users are able to to request new Service Request.Depending on t...
Hi there,We recently upgraded our ServiceNow from Fuji to Helsinki, and have lost the ability to edit a metadata field of multiple knowledge records from the List view of a knowledge base. eg., change the "Author" of several knowledge records at on...
Hi Everyone,When using the OOB Cancel UI Action on the sc_request, it cancels the Request, closes sc_req_items, closes, tasks, and cancels workflows. My question is, what code is specifically closing the sc_tasks? I've been poking around for a bi...