Request for Implementation of Incident and Catalog Features in ServiceNow

[ramadevib]

Dear [Team/Developer's Name],

I hope you are doing well.

I would like to request the implementation of the following user stories in ServiceNow. Please find the detailed requirements below:

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**STORY 1: MTTR Calculation on Incident Form**
- Add a new field to the Incident form:
- Field name: MTTR
- Field type: Time
- When an incident is moved to "Resolved" state, automatically calculate the Mean Time to Resolve (MTTR).
- MTTR = Resolved Time - Created Time
- Example:
- Created: 14/03/2025 11:08 AM
- Resolved: 14/03/2025 12:40 PM
- MTTR: 1 hour 32 minutes (display this value in the MTTR field)

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**STORY 2: Exclude On-Hold Time from MTTR**
- In addition to Story 1:
- If the incident was in "On Hold" for some time, that duration should be excluded from MTTR calculation.
- Example:
- MTTR before excluding hold time = 48 minutes
- On Hold duration = 10 minutes
- Final MTTR = 38 minutes

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**STORY 3: Reopen Button on Incident**
- Add a button named “Reopen” on the Incident form.
- It should only be visible when the state is **Resolved** or **Closed**.
- On click of the button, change the state to **In Progress**.

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**STORY 4: Catalog Form with Multi Row Variable Set**
- Create a new Catalog Form (name can be anything).
- Add a Multi Row Variable Set with:
- Variable 1: `order` (Single Line Text)
- Variable 2: `assignment_group` (Reference to Group)
- If the user submits 5 rows in the Multi Row Variable Set:
- The RITM should generate 5 individual SCTASKs (1 per row).

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**STORY 6: Related Lists on Incident**
- On the Incident form, add two related lists:
- **My Open Incidents** – shows open incidents assigned to the same user
- **My Closed Incidents** – shows closed incidents assigned to the same user

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**STORY 7: Import Data to Computer Table**
- Create an Excel sheet with sample Computer data.
- Use Import Set and Transform Map to import the data into the Computer table.
- While importing:
- If the IP Address is missing or empty, skip that record.
- IP Address should be treated as mandatory during import.

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Please let me know if you need any clarification on these requirements. Looking forward to your updates on this.

Best regards,
**Ramadevi**

[Dr Atul G- LNG]

Hi @ramadevib 

Thanks for assigning your work to the community members. I’ve gone through all 7 stories, and I believe if you are CSA certified and have at least one month of experience in ServiceNow, with basic knowledge of reports and variables, you can build it easily. Believe me, if you try and get stuck, we’re here to help. But if you expect us to provide a ready-made solution without putting in any effort, then sorry, mate.