As a ServiceNow user managing incidents, I need a streamlined escalation process that automatically directs incidents to the appropriate support level (L1, L2, or L3) based on the service affected.For L1 escalation: Direct incidents to the correspond...
Hey everyone,In AWA users are available in another service channels even though they are not part of that channel/groupExample: User part of SDE group is Appeared in COE Channel and SDE Channel, whereas base settings is configured correctly even thou...
Did Strategic Portfolio Management replace Service Portfolio Management or are they two separate applications?
I have been trying to find an answer on this for a while, where a couple of posts discuss adding different "flavors" of virtual agent to different portals, but my use case is a little different. I have a client who has virtual agent lite built out f...
Hello,Can someone please help me add a checklist to the task in the catalog task table form using the Flow Designer?I created a checklist record and a checklist item record, which initially allowed me to configure only one task with a single checklis...
Hello Friends, I have created a flow. In that after all the logic I am closing the Catalog Task.Once the Task is closed, RITM is auto closed to Closed Completed.But the Request is still in OPEN state. Please suggest what can be the issue.THank you
Hi Team, I have a requirement wherein I need to find all accounts under an hierarchy.Suppose I am on an account as highlighted in red belowI want to get the names of all the accounts in the hierarchy as below . Can someone tell me how to achieve it? ...
Hello!I am pulling data from third party using REST Outbound API and I want to update records for given user if user name changes instead of creating a new account.As of now it is triggering a workflow to create a new account and it is not updating o...
'Generate Target' not clickable. for more information see the attached screenshot
Hi Community,Is there any document that has OOTB columns/fields of incident, like "number, "caller", explained? If yes, please send my way.Thanks in advance
I have a table widget on the CSM Portal displaying Business Services of the account of the logged in customer. The display of the information is made through a Database View which involve 3 different tables. To export the table data, I use HTTP GET r...
Hi team, I have a report using the Change Request [change_request] table to report on a specific set of changes. I need this report to also show me related changes but cannot figure out how to report on this. I attempted to add Related List Conditi...
Hello, We do have a requirement to include related incident of SCTASK in the related list of SCTASK form level. However, there is no direct related list selection available for this & doesn't seem to be a field in incident storing SCTASK value eithe...
(function runMailScript(current, template, email, email_action, event) { var selectedValue = current.variables.partner.toString(); gs.info('Selected Value: ' + selectedValue); email.send(null, selectedValue);})(current, template, ema...
Hi All, My concern is only one user is not receiving the mails when an incident is assigned to that particular assignments. I have did all the basic things like user notification settings, user mail id is valid or not. Can anyone have the solution fo...