Resolved! major incident trigger rule
Hi all,what is trigger rule for "P1 incident lasting more than 30 mins"i tried "Priority is 1-critical AND created relative after 30 mins from now".but it's not working. could anyone help?
Forum Posts
Resolved! For resources
I am new to service now . Can anyone help me to get best resources for ITSM , ITOM and CMDB. I need sources which covers entire topics from basics to advance.
How to populate logged user name in reference field
Hi,In incident form we have field called caller_id. The person who logged in their name should auto populate in the caller_id field. Once he removed the name then in the list it should show the logged in user name first followed by the list of user b...
Skill Association in Interaction based on Short Description
Hi, we created skill determination rule for interaction based on opened for>country. Skill is getting associated based on this condition. However, when we modify the condition to short description contains (sample text) the skill is not getting assoc...
No data available on Virtual Agent Analytics Dashboard
I am unable to see the data on the Virtual agent Dashboard (Conversational Interface > Conversational Analytics > Virtual Agent Dashboard). There are some tabs like Usage and AI search. 1. Under the tab Usage there are multiple reports like Conversat...
getting undefined while accessing multi row variable set variables in the email notification
I have one Multi row variable set in my catalog item and the same i wanna get in my approver email notification 1.but while accessing those values with toString() method i am getting "undefined"2. and even for getDisplayvalue() also coming same3. but...
Delegate Approver time and date range inconsistencies
We are seeing inconsistencies with the approval delegation panel. We're on ServiceNow Vancouver and our global time is set to PST. However in the Approval Delegation panel, the default start time displays as Universal Standard (8 hours later than PST...
A user would like to create a report to find overdue items and also items due in the next week
I have a user who has a report set up to see request item.request.due dates that are overdue, but he'd like to add items to the same report that are due in the next week. I've attached a screenshot of what he's tried but it's not working. Is there a ...
Resolved! SLA Definition in Dev instance working but not in Test instance
Hi, I have created SLA definitions in dev instance and it is working properly when creating a ticket but when I test in the test instance, I create a ticket and the SLA definitions aren't populating. All conditions are inserted and met on both instan...
Business Rule can't access a proper translation of select box choices
I created a record producer (produces an incident). It has a variable set "More people interested", and inside it there is just one variable - question "More people interested?" of type select_box, that has three choices - "Yes", "No", "I don't know"...
Count location once (for this year) - Aggregation Count Distinct on Automated Indicator
Hi everyone, We are on a Utah FSM platform.I have a automated indicator on the weekly closed locations, which is based on an weekly indicator source that includes the closed work order tasks.I want the number of worked at locations (a location that h...
How to enable sidebar conversation in Agent Workspace
Hello All, We got a request from customer to enable sidebar conversation in Agent Workspace.Please share the steps to enable it in Agent Workspace. @Ankur Bawiskar @SANDEEP28 @Community Alums Thanks,Abdul Sattar
Search inside multirow requires at least 2 characters
Hi, I have a form that contains a multirow variable set.In this set, i have a variable called 'External Company'.I have a similar field in the same form outside of the multirow variable set.However if the user is not admin, inside the variable set it...
Require Business Rule script when KM Article retired then system should send mail
There is a specific request from client to use business rule script to fulfill the above requirement or any other way around? Thanks
Resolved! Have to Access variable value from RITM form through script include
Hi, i have a variable "license_number" on the catalog item to get the license number from the users.in case if the user tries to create a second request using the same license number an error message should be shown there is no license number field o...
