Template for custom change type

Hi, I want to create custom templates like standard template concept. Regards,Yoga Lakshmi A 

virtual agent and teams integration security

Hi,we are trying to integrate ServiceNow virtual agent with Microsoft. wanted to understand the architecture of integration and how the security component works?what level of security/what layer of security rules works?how the authentication works? i...

Is it possible to adjust the 'Business Elapsed Time' to calcualte as 14 hours = 1 Business Day?

Hello ! Our business hours are 5a-7p M-F excluding holidays. So business days are 14 hours long based on the schedule applied to the SLA.   When you pull the business elapsed time into the report its calculating 24 business hours as 1 business day in...

Work Notes & Activity Filter Won't Work on a Specific Catalog Item RITM View

I am experiencing an issue where on the RITM view, the work notes field is not available even though it is configured correctly in the form layout. Additionally, the activity filter will not open up. However, it works correctly for other catalog item...

Disable the popup modal SOW Promote to Major Incident

Hello community,I would like to disable the popup modal that appears, when clicking on the declarative action Promote to Major Incident in the Service Operations Workspace. How could I achieve this?Thx you for your help.

Chat Interactions are still in progress even after agent closed the chat

We are facing an issue where the agent closes the interaction, the state of the interaction changes to closed complete but still the interaction remains open as the end user is able to send the messages on that chat.what can be done?

Custom notification when ticket reaches particular Assignment group

Hello guys, does ayone have a clue how to set a custom notification when a particular group is assigned to ticket? Lets say we have a group 'TeamA'. So I would like to get an email notification when 'TeamA' is assigned as group for solving a ticket. ...

How to hide the 'Confirm Location' dropdown field from the ESC portal?

How to Add a Free Text Field in Pop-Up Window 'Justification' in Risk Workspace?

Hi all,In our current configuration, when clicking on "Reassess", a pop-up window appears, I’d like to add free text field labeled "Justification for Reassessment" right after the "Days to Overdue" field in this pop-up.(Screenshot reference: "Pop-Up ...

Service Ops Workspace

I can rearrange the fields using the form layout, but in the Service Operations Workspace, the 'Short Description' and 'Description' fields always appear first. I want the 'Number' and 'Caller' fields to appear at the top instead.