"Call Back Information" tab and SNow Callback Reminder emails

[Greg Rajewski]

Hello. I am a newcomer to both ServiceNow and this community forum.  (I hope that I am posting my issue in the right community and I apologize in advance if it's the wrong one.)

A user had entered a call back date and time under the "Call Back Information" tab (in the Notes | Relationships | Resolution Information row of tabs) in an incident ticket for a time that was 3 hours before we started our work shift.

When we came into the office, we had 30+ notification emails from ServiceNow with subject "Callback Reminder for INC0xxxxxx" with a copy of these messages in the work Notes section!

Is there a way to disable/remove that "Call Back Information" tab or limit the number of notification emails? I think that one email is sufficient.

Thanks for the guidance!

(Feel free to move this post to the appropriate forum community if it is in the wrong one.)

[Stephen Sturde]

Hi Greg - 

You came to the right place. Without knowing the specifics of your situation, I've provided a broad spectrum answer. Let me know if you need more specifics on any part of it.

There are a few ways to accomplish what you're looking to do. Be sure to check with the process owners to make sure you have their support to make these changes. 

If you want to wholesale remove the tab from the user's view, you can click the form menu on any record, choose 'configure', choose 'form design' and click the "X" on the form section you want to remove, then click save to keep your changes. (see screenshots below).

Alternatives: (let me know if you need help with any of these)

• Create a client script to hide the form section (tab) based on criteria you determine 
• Create a new view and force users to go to that view using a view rule

Notifications

You'll have to determine what rule is firing the notifications. There are various ways it could be configured. Potential configurations include notifications, workflows, SLAs, events, and business rules. If it's simply a notification, you can go into the System Notifications > Email > Notifications list in the application navigator. Find the notification for your scenario, and modify it's conditions.

Screenshots for removing the form section:

Please mark correct and/or click helpful if this answered your question