ServiceNow Community

Service Request Management - Resolved Status and Reopen Service Request

Need help with following questions: -- Can we create "Resolved" status in Service Request Management the way we have it for Incident Management.- If "Resolved" status is possible then can the service request be auto closed after 3 business days.- If ...

Question

Moving reports to a different application scope

HI,Is there a way to move multiple reports to a different application scope?We've got around 100+ reports that wa previously created in classic UI by users on 'Planned Work Maintenance' application that they can't edit now in Platform Analytics, sinc...

Question

Several fields hidden in the New Incident Record form/inc details form

I am not able to see the "impact" field, the fields under the Impact Section, or the fields under Related records section when creating a new incident, or viewing/editing an existing incident details on the Service Operations Workspace.My team membe...

Question

Virtual Agent OOTB case conversation not working when user is not admin ie. create case

We have configured Virtual Agent for CSM and copied Out of the box conversations like create case and update case, however when we are testing it with non-admin user but has roles that can create cases the virtual agent is not processing the creation...

Question

Resolved! New to the Platform

Hi, I’m a new learner on ServiceNow and, as a recruiter with 8 years of experience, I’m looking to connect with professionals who have navigated a similar career path. I would greatly appreciate the guidance of a mentor to help me explore the next st...

Question

How to use GlideAjax?

I have a task - When a user selects a Caller on an Incident form, the system should fetch the caller's department from the serverand populate a custom field on the form without reloading the page. Design the solution using a client callableScript Inc...

Question

How to Retrieve Caller Name in Fix Script (GlideRecord)

How to Retrieve Caller Name in Fix Script (GlideRecord) Hi everyone,I’m working with a Fix Script where I’m querying records from the incident table using GlideRecord.I want to retrieve the caller’s name (display value) from the caller_id reference f...

Question

MSP Domain Separation - CSDM 4.0

Hiya, I work for an MSP who offers and support infrastructure services to customers, our customers are onboarded to our platform as part of domain separation and our domain model is defined. I am trying to wrap my head around the CSDM service structu...

Question

AI Strategy in CSDM

Hi Everyone, Our organization is currently defining our AI strategy within the CSDM framework and we are looking for insights on how others classify these solutions. 1. How are organizations defining their AI strategy within CSDM? 2...

Question

CMDB AI Data Mapping (CSDM)

Hi All,How are you mapping AI components in CMDB (AI tables) within CSDM for third-party applications (Saas & on-prem)?Any best practices or data mapping approaches?

Question

How to Implement Okta integration using Okta spoke

Hi All,I am looking to send user information to Okta to update few details. what is the best and easy way to do it, through spokes or API integration? I found in docs that Okta spoke provides few actions to update user profile, but I am unable to ins...

Question

Dependent drop downs

Hi Team, We have a requirement in a catalog item to implement dependent dropdowns. There are three lookup select boxes — SB1, SB2, and SB3 — each containing multiple dropdown values. What is the best practice for configuring dependent dropdowns in Se...

Question

Manager Approvals in case of Sick Leave

Hi Team, I was wondering how can we handle approvals in case of sick leaves or unplanned leaves. I know delegation works, but this is when it is a planned leave. Has any one faced this scenario?

Question

Is it possible to override State Model transitions through a script (e.g., BR or FS)

We are currently using a State Model to control state transitions on the Problem table.However, we have a requirement where we are updating the State using a Fix Script / Business Rule. Due to the configured State Model, the update is being restricte...

Question

Search Profile cannot be changed from Draft to Publish status.

Even though I have set Synonyms, Stop Words, and Typo Handling to public status, I cannot publish my Search Profile.Looking inside the dictionary above, the vocabulary remained in NEW status even though it was in public status.Could this be the cause...

Question