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Resolved! Project Tasks related to a Change Request

Hi! Can I link more than 1 Project Task to the Same Change Request? We submit a Change Request for the Logical portion, but want to be able to track Change Requests that involve our Physical portion. If I open a Project Task assigned to the Physical ...

Resolved! Adding Menu Items to Employee Center

Hi All, We are trying to add menu items to our employee centre, and have done so by following these steps; Portal Configuration > Main Menu > Employee Center Menu > Menu Item Related List > New I then went back to Employee Center Menu, copied the Sys...

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SLA's on REQ, RITM or SCTASK

Is there a best practice for where the 'Request' SLA should be located?  We have a requirement to have a standard Request SLA for any Request Item. However, what it must do is pause when any of the linked SCTASKS are in a 'pending' state and then res...

steve_turley by Tera Contributor
  • 1801 Views
  • 5 replies
  • 1 helpfuls

Resolved! how to mandate reason for change rejection ?

HI Need help  I am able to configure UI policy where in if someone is rejecting a change by going into approvals then it will ask for reason or comments for rejection (attachment 1) However i noticed that when a approval right clicks and reject a cha...

karan15 by Tera Contributor
  • 790 Views
  • 6 replies
  • 0 helpfuls

service portal search

HI,we have created a service portal and trying to achieve customize searchwe are trying to limit the search scope to the record producer we have created but the search is going to the record producer table view, instead of tryit view.

Show Duplicate relations records in report

Hi all, I want to create a report on 'CI Relationships' table showing the records which are duplicate. Like, same Parent and Child relationships (more than 1) has to be shown. Like, in CI relationships table, if more than one record is there (Same Pa...

Pallavi65 by Tera Contributor
  • 514 Views
  • 1 replies
  • 1 helpfuls

Resolved! Virtual Agent topic not supported after Tokyo upgrade

Hello everyone, I've tried Googling this message but am completely striking out so I'm hoping someone else has encountered this and can provide some guidance. We are in the middle of implementing Virtual Agent and have created several topic flows tha...

CMDB CI to Application Mapping (without Service Mapping)

Hello,If we have not done Service Mapping or cannot do this across our entire estate for whatever reason but we want to be able to identify which  which CI (Server Host or Database) is used by a Business Application, or vice-versa, where or how can w...

VL10 by Tera Expert
  • 391 Views
  • 2 replies
  • 0 helpfuls

Resolved! inbound email auto ticket creation for change request

Our client is requesting to set-up inbound email auto ticket creation for change request.   In Servicenow,  only with ITIL role can create a change record.  My question is does it violate ITSM process?  since by configuring this it bypass the access ...

Mike137 by Tera Contributor
  • 881 Views
  • 2 replies
  • 1 helpfuls

how to check ITOM licencing in my servicenow instance

hi,Could you please help me to check  on my servicenow instance the report I got from servicenow about my company  Itom discovery visibilty licence? I have a subcription of IT Operations Management Visibility  for servers only (quantity 500 ).  But i...

Dacki by Tera Expert
  • 1019 Views
  • 2 replies
  • 0 helpfuls

HRSD - Escalation Rules

Hi! Has anyone found a way you can add HR service (or other fields) as criteria for an escalation rule? As of now, the system only supports one escalation rule per Assignment Group. Although, we have different escalation workflows depending on the HR...