Business for restricting incident table
Hello, I created a business for restricting the ITIL Role - Incident Table to assignment group and assign to me. Unfortunately, it is too restrictive. The ITIL User doesn't see anything.Please advise,Thanks,
Forum Posts
Reg: Advanced work assignment
My scenario is Based on agent location and Time zone we need to auto assign the tickets by using Advanced work assignment.Can you please any one help me on this scenario.
list collector in catalog item
I am using list collector for a field which reference to cmdb_ci_service table and setting these services in description of RITM using flow designer.I am able to select multiple services in field but when the request is submitted, description field i...
Resolved! Fix script to close the REQ RITM SCTASK
Hello All, Can please someone help me with the Fix script to close the REQ RITM SCTASK records which are active and updated before one year ago.i have below encoded queryactive=true^sys_updated_on<javascript:gs.beginningOfOneYearAgo() Thanks
Autopopulate field populating with html code in workbench
hello I have tried to autopopulate the cab approver comments in to the cab recommendation fieldhere's the below code (function executeRule(current, previous /*null when async*/ ) { var gr = new GlideRecord('change_request'); gr.get(current.sysa...
Auto Tag Assignment group based on short description and assignment group
When an incident is created, we need to check the short description for keywords and the assignment group. We should then look up these keywords in the label table. If we find matched labels with the short description keywords, we need to ensure that...
Assistance Needed with Customizing Static Colors for Risk Scores in Bar Report
I've created a bar report on the risk table, grouped by category and stacked by residual risk score. Now, I'd like to assign static colors for each risk score. For example, red for high, gray for empty, yellow for low, etc. Can someone help me with t...
Inbound Email - Caller ID
Hi, If i look at my inbound emails all of the User ID's are the same person which happens to be the first active user (fulfiller) in our list - any thoughts as to why this maybe happening? It's fine in Prod but not in Test. For example if i send an ...
Resolved! Want to change title of setup topics for message
Hi Everyone, Is there a possibility to show different name for setup topics in "show me everything" button and in the message"You'd like help with {0}. Is that right? ". Because we want this message to look like a chat message, to fit with"You'd lik...
Sort Order in Agent Assist
Hi All,In service operations workspace, when we use agent assist , the KB articles are shown based on the short description of the incident. Our customer wants to sort it based on the short description and to be sorted based on the latest updated dat...
HR - Variable visibility in the portal
How to hide some variables in the portal to specific users/roles. These variables should be only visible to approvers and to a user whose name was mentioned in the request form. This is for HR Application
Can we use AWA to just assign incidents from va to existing assignment groups
Hey I know awa can be used for routing tickets to live agent. But can it be used to just assign tickets to existing assignment groups based on conditions ?
ServieNow Incident creation not populating fields or fields are grayed out?
Hi All, looking forward to everyone's input on this, Configuration for incident creation or self service incidents via servicenow > create new or self service is not populating configuration item even after entering the correct ci, it shows the ci bu...
can we revert to earlier baseline in CMDB.
We can capture baseline of CMDB data on demand or schedule, can we revert to earlier baseline/snapshot which we have taken?
How to create a Change template out of an existing Normal Change which would copy tasks
Hi AllI would like to know HOW to create a Change template out of an existing Normal Change (Closed) which would copy Change tasks at ease. We would like to promote the usage of templates in our organizations but some users bit hesitant to use templa...
