I'm looking for examples of how other companies have set up their options to Report an Incident or Request a Service. Currently we have a widget on the home page (Report an Incident and Request IT Support - generic request) and our users are defaulti...
I need to remove ITIL role from user ''Test1'' but the ITIL role is inherited from group 'Welcome1'. In order to remove ITIL role from user I should be remove the group 'Welcome1' from user 'Test1', since ITIL is inherited from group. so my requireme...
Hi I have a requirement. We have a service request in production which automatically adds users to groups once the SR is approved.Now we want that if a users is added to a group in prod, the same should be automatically done in non prod environment. ...
how can we find out the total outage time involved in the resolution of an incident ? i have an account where we need it find out the total availability of some critical applications and the only way is to use the outage time in an incident. Atm this...
HI, out team working with worj order task,can i make a reccuring WOT that opens every day automaticly?
In my current instance ( van_cover), change request technical approvals are currently assigned to the assignment group. However, I'd like to modify this workflow so that approvals go to the support group members of all Configuration Items (CI) impact...
Requirement: Incidents that are assigned to "IT - Enhancements" to only be visible to members of the IT Enhancements assignment group, the caller, users on the watch list and admins. Other itil users cannot see these tickets unless the ticket is no l...
in the interaction module related list when we right click the below button is not visible
Is there a way to see simple stats on the number of views for each knowledge article and the date of each view?Thanks,AJ
Hi Everyone, I am integrating servicenow CSM and virtual agent with whatsapp using Twilio, according to the following documentation:https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/administer/virtual-agent/concept/messg-whatsa...
Can any one please share a perfect video on topic Interceptor
Hi, when an Incident is closed using the Close Code "Not an Incident", and no Request is connected to it, the incident should close and open a generic request with the same information as the incident had. I created this business rule for that (after...
Hi Team, I have used the script in the filters for reports created in the UI Builder. The filters are working for admin but for non admin its not working. In native ui when i tested the script it gives no records,..wch means the non admin is not gett...
Hi,We have a common situation where we need to bundle multiple cases together because of a few scenarios:- Duplicate issue for same customer contact- Customer emailed not including the watermark so created a separate case- Customer started a new case...
Hello All, I tried to reset my instance password by using Forgot Password, for first time i got an email with Password reset link.I got this email and a email log entry also created in system and I can able to Reset my Password. I tried the same proc...
