Add caller to Watchlist
In the Incident if the "Caller" name is changed to different Caller then add the previous caller & logged in user to "Watch list". How to do this via business rule, dot walking or client script or any other methods?
Forum Posts
All users should redirect to ESC then ITIL users should redirect to platfrom onlclikcing platform
HI @Kirtiman I have a requirement like all uses should redirect to ESC. Then I created a "Platform" menu item and users who have itil role should re direct to Platform on clinking that.The challenge I am facing is all users are able to re direct to ...
UI policy are not getting applied by API while retrieving a list of items for the order guide
Hello community, I have an order guide with five rules and two UI policies. When retrieving a list of catalog items based on a given input using the API (equivalent to providing the input in the "describe needs" in servicenow ui), the UI policies are...
Access to records is not same when impersonated.
when one user (X) can see records in a table, but when another user (Y) impersonates X, the records are not visible and a security constraint error occurs, suggests that there may be specific access or permissions set for user X that are not being pr...
How to change the display value of list collector type using onChange Catalog Client Script?
I have a requirement to change the display value of the list collector type in the record producer catalog item. I already tried the variable attribute but its not working. The reference table is sys_user.How can I make this requirement via onChange ...
Html Translation in Virtual Agent
Hi Team, Could you please help me Translate Text in Html message configured in Virtual Agent .I tried using ${Text} , but it is reflecting as ${Text} instead of "Text" in the chat. Thank you
webservice to create incident
I am working a requirement where i want to create a incident and incident task when an request(JSON) received ,Please suggest
History Report on CMDB Items
How can I generate a report on the history of an item from CMDB, such as a server or application, based on changes in CMDB? Should I use a data analysis tool like Power BI or Tableau that pulls data from a data warehouse if the data warehouse has Ser...
How to populate the on hold reason filed in now agent app
How to populate the on-hold reason filed in now agent app. When I change the state of an incident to on hold, The on-hold reason field does not populate in the screen fields of the Incident record. Is there any way I can make visible in the now agent...
Sum of Time Worked across tables & utilisation formulation
Hi, I'm looking to add sum of time worked across change request, incident and sc_tasks, count the number of heads in an assignment group to establish a utilisation % when comparing sum of time worked vs maximum hours. Count number users in assignment...
wm_ext_agent and wm_ext_manager not able to add to parent groups
Hi Team, Do you have an idea why I am not able to add te 2 external roles for fsmcp portal to the parent groups hence not able to propagate to child groups. But if I add them directly to child group it does gets added? BR,Ankur
Live monitoring of Virtual Agent chat
Is there a way to monitor the content of a virtual agent chat as it's happening? If a user is transferred to a live agent, I can watch the chat (i.e. see what is being typed by the agent and the user). Is it possible to do that to see what a user is ...
Request Submits even though OnChange Client Script is still executing
I have a request that allows end users to request access to a VNC machine. We have a string field on the request where the end user types the hostname of the machine. Then, an onChange client script runs and verifies whether it is a valid hostname by...
Contextual Search results using business service and m2m_kb_ci
Hi all,Looking for help. We have knowledge articles that we have associated to products (Configuration Items) via m2m_kb_ci. When an incident is being created we would like the contextual search results to display matches based on short description...
Resolved! if the task contains 14 approval step
Hi!! I am given with the task where I have to create approval step according to the variable is selected. It is roughly about 14 variables, for each variable selected then the RITM should be go for respective approval group. And if any group rejects ...
