Hi,We are looking to report on the number of knowledge base article use's by our users on self service. We have a knowledge base specifically for these users, but looking at the KB_KNOWLEDGE table I see only 'use count' and 'view count', I can't see ...
We are trying to use custom uploaded images for our knowledge articles, these are the image/icons at the beginning of the knowledge article record on the View page. (see attached image) You can select any of the images that SN provides you, but a...
We are currently running Geneva, on track to upgrade to Helsinki in a few weeks. In both platforms, I have been unable to get visibility to the Knowledge Flagging feature that is apparently supposed to be a native feature of SN Knowledge. The info pa...
We have a request item called Application Access which allows customers to select an application that they need from a reference field. Depending on which application they've chosen, different fields will appear on the form. Needless to say, there ar...
Dear all, currently, we are preparing a migration from our legacy ITSM Solution to ServiceNow. As one part of this prep-work, I'm assigned to perform a deep analysis of the current KM Content and - based on this - define the first proposal for new KM...
Hello, clever people.I was wondering how I might change the default behaviour of the catalog reference field search box, so that whenever I use it, it would behave as if I had entered an asterisk.For example, when selecting which application has an i...
We have our wiring closets listed as CIs in our CMDB. We like to attach photographs of the racks to help with planning. Then the engineers can see if there is room for an expansion, or they can envision how a new piece or hardware might fit in the ex...
I have a great script sourced from a range of posts here, which is working very nicely to pull through ALL the variables for the Requested Itemtemplate.print("<b><u>Summary of Requested items:</u></b><br/>");var item = new GlideRecord("sc_req_item");...
Hello Everyone,How is your experience with Service Portal ? We upgraded our Sandbox instance to Helsinki & starts customizing the service portal. But we observed its taking too long time to load, sometimes portals is not navigating the new pages.Any ...
Hello everyone,I have a display issue with an order guide in Helsinki. For each items included in this order guide, I associated its short description, its picture and it's price. All of that are well displayed on back office and work as expected but...
When logging a new requested item through the service portal - the 'due date' is automatically set to a value (about 5 days out).where is this set and how can I change the default?ThanksCarl.
Hi, Service Now rookie here so please be patient.I have a very simple workflow that creates 4 tasks sequentially -- each task is created once the previous task is closed. What I'm finding, however, is that when the first task is closed the RITM clo...
Can someone take a look at this and see why this Approval - User is getting skipped? Second approval should go to the Application owner which is set to the configuration_item.owned_by
Hello everyone, I need to copy the Description field on the Catalog Item form to the related RITM. I tried to write a BR after insert on the Catalog Item tablebut it does not do any good. Any help is appreciated.Thanks in advance.var gr = new GlideRe...
Is there any way to clear the "Assigned to:" when you change the "Assignment Group"?I have seen a couple of times where for example the incident Assignment Group is set to Desktop Support — Houston and the assigned to is Joe, then I would set the inc...
