Managing Aging Tickets
I am looking for feedback on how organizations manage their aging tickets. For example, do you have a formal outreach program by calling ticket owners for status.
Forum Posts
How to schedule a maintenance task
I have been asked to set up quarterly tasks for Windows Updates. First we have created a new table called u_planned_maintenance_tasks (which is an extension of the task table). We have specific fields we will want filled in: Short Description (...
Resolved! User seeing all Requested Items
We had a user report that he can see all requested items from any user. This happens when he click on a link he got for one of his RITM's and then he click on the green back button (see screenshot below) in service now. How can we make it so that...
How to close a glide overlay window with onclick function.
I've created a button for end users to select a shipping method for purchase requests. A glide overlay window pops up and gives them their choices. Once they make a selection, there is a button called "Ship It" that they click. I would like thi...
Cleaning CMDB Tables
I am interested to know if It is recommended to clean the CMDB up to start from scratch, following this plan: 1) TURN OFF discovery schedules.2) Clean up CMDB except business services (because these are already in use).3) Upload inventory manually f...
Images breaking in Knowledge Articles
Over the weekend we noticed that a bunch of screenshots in a knowledge article broke. We assumed something strange had happened during the image upload, so we deleted the images and started over. For the first couple of views, it worked fine, but the...
Resolved! Knowledge - Version Control
Hi All, I'm currently in the process of scoping the Knowledge module for our deployment of ServiceNow (Calgary release). One of the business requirements is that there is version control for the Knowledge articles, similar to a Wiki. Is this supp...
Resolved! Deleting all items in the CMDB.
I have a request from several users to delete all the items in the CMDB. The idea is that we have alot of items in the CMDB which are no longer in existence that this will provide us with a clean slate. We would then run the discovery jobs to repop...
Define view for specific catalog item
Hi, I would like that process users who handle tasks related to specific catalog item, will have a difference form view than all other tasks related to catalog items,Is there anyway to define it? is there a way to set the form view using business ...
Resolved! How to remove and add options in Choice List?
Hi,Apart from classic way using client script g_form.removeOption('') and g_form.addOption(''), is there any best practice add and remove options in Choice List?Thanks Iyyappan
How to check if field has a value in a script
I am working within an email script. I tried:if (gr.work_start.getDisplayValue != null) { template.print(....);}andif (gr.work_start.getDisplayValue != "") { template.print(....);}Both result in the code being executed even if there is no value.
SMS or Phone call for Critical incidents from Snow
Please help me out with the process of automating Service Now so that i can trigger an SMS or a Voice call from Service Now, whenever a Critical priority incident is logged. This call must go the member of the assignment group specified in the incide...
Resolved! Imported XML does not generate 'number' for Inserts
I exported KBs (in XML) from one ServiceNow instance and imported to into another instance. The import process worked perfectly with one exception: KB numbers weren't created for the new inserts. Is there a way to populate the KB numbers withou...
Resolved! Rounding off a Duration Field
Hi, On the Requested Items table, we have created a Duration type field called 'Delivery time' which stores the difference between the Opened date and the Due Date. The purpose is to show the Promised Delivery time in Days for each RITM in a report....
Resolved! Remove ability to show direct match from Global Search.
Hello all, We are implementing the Global Search function for all users, but have come across some issues. We have built a new ESS portal, created a new header, and all of our links are working correctly. However, when a user does an exac...
