This is to resolve an issue with the SLA state for re-opened tasks in our assignment group(APP-GBL-COE Matrix SCM TMS FSS) and possibly other assignment groups as well. We observed that when a task is reopened, the state of the task defaults to Work ...
On the ESC portal, we are using the Virtual Agent widget. Currently, users have to type their query (for example: “Outlook issue”) and then the Virtual Agent shows related catalog items or knowledge articles. I want to know if it is possible to enabl...
Hi Everyone,I want to change the font color to red for the Caller field only when the VIP flag is true on the Incident table.In the screenshot below, the only text highlighted in pink should be displayed in red font color. expected result in below sc...
Hi Community,I need guidance on a reporting requirement related to tracking how Incident fields changed over time.A business user wants to analyse historical changes for Priority 1–3 Incidents across specific queues. The required change details inclu...
Hi, I am trying to develop a case where I have created a new Topic to get Incident number as Input from User to add comments to it. I am calling "Add Notes" Topic Block (custom) so that comments can be added to the incident. However, I am not able t...
Dear Community,I am trying to add a pop-up form (or something similar) when technicians resolve an incident.It should be mandatory and they can't be able to skip it.Could you please guide me on which table or action do I have to set? Thanks!
This article explains how to implement the On-Hold Reason field mapping feature when the field is mandatory for Barcodes TruwView integration. By default, ServiceNow may fail to update this field when a payload is received for the "On-Hold" state. Th...
Hello All,i have a excel sheet data with updatedgroupname and existinggroupname values.i need to update the data existinggroupname is coelece so that it wont create updated fileds also i have created one on before script to do the name change.gs.info...
I haven't been able to get my survey report correct to get data populated. Could someone assist in helping with the specific filters needed? Much appreciated. Currently I have:Table: Metric Result [asmt_metric_result]Filters:Metric.Category is Custom...
I'm trying that a user can visualize a report, and I'm troubleshooting it. I'm impersonating the user and opening the report, and I'm getting this warning log: "com.glide.script.RhinoEcmaError: "rep" is not defined. <refname> : Line(1) column(0) ==> ...
We are about to launch an Enhancement request that will be accessible to all end users, regardless of their role, so that they can request minor enhancements from the development teams. However, one of our teams needs to receive requests for configu...
I have a requirement to hide the New button in the Status Call related records on the Incident page in Service Operations Workspace (SOW).I initially tried using Declarative Actions. I followed multiple YouTube references and implemented the steps ex...
Create an Agent Chat record to enable Virtual Agent on the default Service PortalThe record name should be VA (this name will be used to validate that the task was done correctly). *NOTE: The "Order" field is required. Please enter "100" for the orde...
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...
I'm building a Virtual Agent topic and need to set variables in a Script Action node that can be displayed in subsequent Text nodes.Working example in my instance:- Script sets: vaVars.count = 10;- Appears in Variables tab under "Script variables"My ...
