Could anyone help point me in the right direction?
I'd like to control the order of the fields available to my ITIL users for creation of Incident templates.
Right now they're in alphabetical order, except for First Call Resolution, for some reason.
I'd like to organize them so they follow the flow of our Incident form.
Thanks in advance for your time.
In System Properties I have set the system timezone correctly to US/Eastern, and that shows as the Time Zone for users on their system profiles but when they look at the Live Feed they see the time stamp as 4 hours ahead almost like their timezone is California. I've looked everywhere to try and fix this small, nagging issue but I'm stumped.
Hi all
I'm searching for a solution to implement multiple instances of "Approval - User".
We've got the following setup:
- One server runs one or many application(s)
- One application has got one IT owner and one IT owner deputy
Most of the servers do only run one application, so it's easy to ask IT owner and deputy for approval (Anyone to approve).
I just got off the phone with the our Director of Information Security and he wants to get his team into and using Servicenow . . . which is a good thing.
The problem I'm having is that he is requiring that his team have a ticket "type" that only they can view.
I can write the ACL to restrict access at the row level based on group but when the restriction is based on group but only when the ticket is of a specific type . . . I'm not sure.
Hi Team,
Can some one list out couple of outages may occur in servicenow project and also what are the recovery steps to resolve the outage
Thanks,
mallikharjun.ch@gmail.com
I currently have the timed worked field running (hidden) on the incident form. Many of my agents open/work multiple incidents.
I want to pause the timer when the agents opens/switches to new tab/window. And when they come back (in focus I guess) it unpauses the timer.
I assume it is some kind of onFocus() function, but I am not sure. The time work script I include here is from Mark Stanger (I believe).
function onLoad() {
if (g_form.getValue('incident_state') =='7')
toggleTimerByFieldName("incident.time_worked");
g_form.setValue("time_worked","00:00:00");
}
We have a situation where a request's workflow has completed and the requested item is closed.
Then 6 months to a year later, a new workflow kicks off with a new set of tasks for a request which has already been serviced. Needless to say, our end users are _NOT_ pleased.
We currently have Chat in place and working for Internal Users. We are plan on allowing external clients initiate a chat via the CMS Portal.
External Users Requirement:
We have a requirement where we want to only display Chat messages between the External users and our Tier 1 Support staff in an incident.. We do not want Tier 2 or Other Internal Users chats to be present to to External Clients.
Internal users can view all chats in an incident.
Has anyone tried something like this or similar before? or have an idea on the best approach on implementing this..
On the Incident entry form when the Impact and Urgency are set to "3 - Low" the Priority is defaulting after the Incident is created to "5 - Planning" and we would like it to default to "4 - Low".
I looked through the Business Rules and found one called "calculatePriority" that seems to control this behavior but even after I modify the script to
if (impact == 3 && urgency == 3)
pVal = "4";And activate the Business Rule it still defaults all new incidents to 5 - Planning.
I am configuring a SOAP based attachments integration and looking to add a success / failure flag on the attachment record sys_attachments.
I note there is a sys_attachments2 table that is currently empty.
What and when is it used?
Ta.
Hi,
One of my client has a requirement to bypass user login prompt for survey URL's when clicked through email link for end users(no role).
I know , I can make survey public, however in that case, I may not get the person who took the survey and it will be anonymous. Is this something that is possible in Service-Now. If anyone has implemented it in the past, please help.
Regards
Ravi Tandon
Hi guys, Has anyone noticed that the 'Resolved'& Resolved by' fields are not updating when a call is resolved multiple times.
For example, If I resolve an incident at 14.55 it says:
Resolved: 14.55
Resolved by: me
However, if jobloggs reopens and then resolved again at 17.00 it still shows as:
Resolved: 14.55
Resolved by: me
But it should show as:
Resolved: 17:00
Resolved by: jobloggs
It should always show the last person who resolved it and also the last time it was resolved, not the first.
I have checked the business rule for this and think the following script is doing it:
I have a request to refresh two instances of one restricted homepage (in our NOCs) at 1 minute intervals. I know I can add 60 to the glide.home.refresh_interval, but that makes it available to everyone and that would definitely risk performance. Is there a way to make just this one homepage refresh at 60 seconds without enabling it for everyone?
Hi,
I am trying to create a standard template and set values within it. How do you set the planned start date with a value of 1st day of every month?
i have tried so far javascript:gs.beginningOfNextMonth(), javascript:begginingOfNextMonth(). None of them seem to work?
Thanks
Hello,
We are trying to retrieve all the Knowledge base articles from our Service now instance, and show them in an HTML page.
We noticed that while we are able to retrieve all the other modules, I am not able to retrieve the KB articles.
Additionally, I noticed that other modules refer the sys_id field while KB articles have a different unique identified of sys_kb_id.
Please help us understand as to why our API is not retrieving the KB articles, and if any changes need to be done at our end to get this to work.
Thanks for all your help.
Best Regards,
Nitin Jain
Thanks to tomalday's help I've got new records from my table showing up on the feed and can 'like' them. Much as I loathe popularity contents offline, I'd like to count 'likes' to get a popularity score. Recommendations on how to count 'likes' from the live feed would help, or please let me know if I Should be taking another direction from message.message below?
try{function count_likes_this_record(){
I think it should be possible to populate the assignment group if a person is assigned to one group only.
But I do not know how, does someone know?
Regards,
Sander
We are looking for a way to place a button on a UI page that opens directly to a print-formatted PDF of a report (for example an invoice).
We need to be able to control the pagination and other print-friendly features of the report and have it open directly from a link in one click.
We have asked SN's support, and they suggested asking around on the forums.
Has anyone seen this done in SN or can offer any instructions on how to achieve this?
Thanks
Hi everyone,
I'm having troubles to pick the catalog task (sc_task) state column as the condition of a catalog task.
Currently I need the workflow to check the state column of the catalog task and decide which way to go:
State completed -> Continue to the next catalog task
Return to previous -> return to the previous catalog task (because of data inconsistency, something missing, etc)
The thing is that my workflow stops on the catalog task block, independently of which state the catalog task is when it's deactivated.
Hi I am new to service now.
How to debug Inbound email script in service now?
Thank you