Resolved! Incident Priority Matrix - Current OOB
Can anyone share the current OOB matrix for incident management, please - we have a customised matrix and want to compare how far off we are.
Forum Posts
Additional 's' added at the end, everytime I create a new table
Everytime I add a new table with new application , i get an additional 's' added to the end of the string.after creation, I looked up for "Food" on application menu. It shows "Cooks" instead of "cook" . I clicked edit icon on Cooks, the following ima...
Resolved! Create RITM through script in CSM scope
I have a requirement where I need to create a RITM on insert of a Case.I have a Business Rule which in turn is calling a script includeand script include has below code:createRitmFromCase: function(caseGr) { var catItem; var catSrch = n...
When major incident state is set to 'Rejected' the system automatically generates a problem record.
When the major incident state is set to "Rejected," the system automatically generates a problem record with a message like "Problem PRB0040058 is created for this Incident." How can I trace the workflow responsible for this? Essentially, I want to p...
Now Mobile Virtual Agent branding not matching Employee Center
Hello everyone,I’m trying to make the Virtual Agent header in Now Mobile match the one in Employee Center, where I have a custom branding set. In Employee Center, the title is different and includes an image, but in Now Mobile it still shows the defa...
Seeking Solution for Product Field Mapping on Case Table
Hello Everyone,On the sn_customerservice_case table, the field Product is a reference to the cmdb_model table. The requirement is: when a user selects a product in this field, three fields on the case — category, model, and sub-category — should auto...
Update failed. Cannot update approval tasks to and from the Closed Complete s
Hi, Does anyone know how the following message is generated and how the drag and drop of an approval task on a DPR Release is prevented? Message: Update failed. Cannot update approval tasks to and from the Closed Complete state.Drag and drop action: ...
Frequent cache flushes negatively impact instance performance.
Hi All, Frequent cache flushes are happening on the instance due to a few properties being updated constantly.Please suggest Which things need to be checked while reviewing and enabling the ignore cache for these properties. Is enabling ignore cache ...
Mandatory checkbox in HTML in custom widget
HTML-----<div class="col-md-12"><div class="col"><input type="checkbox" ng-model="c.formInput.emailCheck" name="email" id="email" ng-disabled="c.formInput.postCheck"> {{data.messages.email}}</div></div><div class="col-md-12"><div class="col"> <input ...
How can I populate the “Mean Time to Close a Change Request” Performance Analytics report? The data
How can I populate the “Mean Time to Close a Change Request” Performance Analytics report? The data is currently empty — how can I get this data in ServiceNow?
VirtualAgent stopped working in Microsoft Teams Chat
VirtualAgent stopped working in Microsoft Teams ChatWhen you say hi, they respond with, "We are experiencing technical issues and are unable to continue this conversation."It was working until now, but suddenly an error like this started appearing.Ot...
Ask for Approval Activity does not take string value for user email.
Hi Experts,I’m working on a use case where a user enters an email address in a catalog item form. This email can be personal or official, and it may not exist in the system (i.e., no corresponding record in the sys_user table).My goal is to send an a...
Drop down value is not showing in workspace
Hi All, I have created on load client script to add option in the field based on some validation. Once the case created, stage field should display with Plan and when the case saved on stage status moved to complete, then adding next option in stage ...
Content in Description of Known Error is not maintaining its format
Dear Community member, I have observed, while creating a known error and filling description part with paragraphs and bullet points, but when I save the data and view it in article format, the formatting changes to one paragraph. Can you please guide...
AWA Queue Trigger Question
I have a queue called: Agent Chat Queue The max wait time is 3 minutes:If the max wait time is hit. I have a queue trigger that calls a custom VA flow called "No Live Agent Support Fallback". In the VA chat conversation when the max wait time is hit ...