reopened cases
Hi am trying to generate the reopened cases sn_customerservice_case. i dont see reopen count field but i see only reassignment count and previous state. please help with generating the reopened cases with these available fields.
Forum Posts
Major Incident Comms
Hi, We have come across an issue where the MI comms are being split into two emails (100 recipients and then 40 on the other email). It's also defaulting to the list of users (who are in a group) in the To field rather than the BCC field. The system...
Survey is only accessible to caller and not accessible to other who are receiving notification
I have configured a survey to trigger upon incident resolution, with notifications sent to the caller, application owner, and RCA manager. Although the notification is successfully delivered to all recipients, only the caller is able to access and co...
Error while authorizing user during ServiceNow Employee Center + MS Teams integration
Hi Community,I am trying to integrate ServiceNow Employee Center with Microsoft Teams using a self-configured app. I followed the official doc here:Product Documentation | ServiceNowI have completed the steps including registering the app in Azure a...
Virtual Agent - Filter KB By Category
Hello Team! I know how to use Contextual Search, but what if I want to filter the results even more granularly? For example, if I have a category named "Word" in a Knowledge Base containing articles about Microsoft Products, how do I pick up only kno...
Child tickets assigned to multiple assignment group
What are the rules of parent child incidents relationship in ITIL. Is it possible that the child tickets could be assigned to multiple assignment groups as per the current ITIL standard practice ? And in that case how to pull monthly incident report ...
Resolved! Database Views
Anybody have any idea how to make the last 2 tables in my database views as unique records? So I have sn-hr_core_case table, question_answer and sc_multi_row_question_answer inside the database view. The last 2 tables reference sn_hr_core_case but I ...
Catalog varibles is missing in ritm level
In ritm level Varibles not showing
two tables in list collector variable
I have a list collector variable which fetch values from "cmdb_sam_sw_install" table. Can we have another table(samp_sw_subscription) added to this list collector variable? In "install" table "user" field is available and in "subscription" table "ass...
Populate only required groups
Hi Community, For one of the catalog items, we have a variable named "groups", and the available choices for this variable are maintained in the question_choice table. The variable type has been set to List Collector, with the List Table configured a...
Unified experience for fragmented scoped apps
Hi team,We have built scoped applications for different processed using FSO as base framework. For all the scoped applications, we have specific workspaces built & is being used by user community. As number of processes increased & user community cro...
code transfer
<table style="width: 100%; border-collapse: collapse; font-family: Arial, sans-serif; border: 1px solid rgb(136, 136, 140);"> <tbody> <!-- Table Title --> <tr> <td colspan="2" style="background-color: rgb(126, 128, 126); color: white;...
Create second task based on First task closure for user A - workflow
Hi All,I have a requirement where multiple tasks gets created through run script for each MRVS row.Whenever a user’s 1st task/Genesys task is completed, SNOW must automatically create a new task for Media Recording team for that same user. This shoul...
Populating response in MRVS using onSubmit client script
Hi all,I am getting the expected response but not able to populate/ set value in MRVS field, Please suggest based on the attachment 'employee id's will be populated in mrvs and onsubmit associated first and last name should be populate in the mrvs. ...
Field contains and does not contains a value
Hi All,I am not sure what is wrong with the below script, i'm trying to compare field value where it contains and does not contains (1Global). Background script executes both the conditions, please suggest. var newcar = 'Truphone';var oldcar = '1Glo...
