Needs to transfer the incident from inprogress to New to another queue, Currently incident is in Inprogress state in Queue1. trying to transfer via postman, while trying state is not changing to new still its in inprogress. Below is the json I have p...
In an Incident Record, when saving from "In Progress" to "on Hold" state and "On Hold Reason" is "awaiting caller", and click "save", the incident record is moving back to In Progress and not keeping the "on Hold" and "On Hold reason". Imagen 1 You ...
Good morning, I have created the following business rule on the interaction table:Copy Chat Transcript to Related Incident:It is an after/update with one condition - State is Closed CompleteThis is the script:(function executeRule(current, previous /...
I have a requirement to be able search for a CI by not only name, but by IP address as well. I have added IP address to the ref_ac_columns so far but am unsure how to make it so they can search by the name IP address and return the correct device. ...
I have encrypted fields named 'Account Number,' 'Card Number,' and 'Member Number' in my requested item. When I search for these values in the global search to find the RITM, the records do not appear in the search results. I also tried searching usi...
We are in the process of moving our old workflows to Flow Designer/Catalog Builder. We have an issue with the OOB Manager approval step in the Catalog builder. It's leveraging the Service Fulfillment Steps - Manager approval subflow, but when I test ...
I need to change the filter by default of this page, this is Hardware Asset Workspace> Asset estate > Refresh requests I managed myself to find this UX App route of Asset estate, but there's nothing else. Specifically, I need to change this I would ...
Hi,We have custom table. Whenever the record is created in the custom table. Email notification should along with the company policy PDF document. How to achieve this.We don't want any link instead of that we need the file in the email notification. ...
Hello, I have a field name Business Unit with 3 choices (HQ, IET, OFSE). I would like the Leader field to auto populate a name based of the selection. For example, If HQ is selected John Doe should be the name that's populated on the Leader field wit...
I need to configure ServiceNow's virtual agents so that when a chat session is transferred to a queue, they are first in line waiting for an agent to become available. Today I have two queues configured with the same agents in them and when I transfe...
HelloI have a need in a portal catalog item to filter the users possible to be selected in the "Request For".Does anyone have an idea on how I can achieve this ?I want to only return users from a specific company and not the full list.ThanksJérôme
Hello, I have created new survey through the survey designer,have duplicated the existing virtual agent feedback survey topic In virtual designer And configured my newly created survey id to that topic.When I try to click on end conversation button o...
Currently DATE/TIME picker is visible likeI need to change it as like
Hello, i need to create a catalog item which will create a normal change which is in authorize state. It is no problem to do that with a flow but at the same time the catalog item always creates a REQ and a RITM before creating the change. Is there ...
