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Default Assignment Group

June 20, 2013, 5:58 am
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We added a reference qualifier (BackfillAssignmentGroup(); ) in the assignment group field to default to the users Group when they create an incident which works great if that person belongs to one group. We have users that may belong to multiple groups and we can't figure out what logic ServiceNow uses to determine which group to back fill the assignment group when you belong to multiple groups. Some of our users are requesting it to default to a specific group since that is where they do most of their work. Their secondary group may only receive a few incidents a year.

Thanks

Rob

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Get user location to populate on inbound email

June 20, 2013, 2:19 pm
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So right now, I have a client script that sets the location of an incident to the location of the caller. It's an onChange client script.

However, when someone sends an email in, the inbound actions don't set the location. So it'll have the user, but not the location.

I tried to set "current.location = caller_id.location" in the inbound action, but that just killed the whole thing... so I'm a bit stuck.

Any thoughts?

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Field Style for incident SLA warning and breach

June 21, 2013, 2:49 am
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Hi there

Ive been asked to set up a style rule which changes the background of the incident number field to orange when the task sla reaches 80% (warning) and red when the task sla is breached.

Any ideas guys? ive no idea what I should put in the style value field

Hoping in anticipation
M

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How to interactively show/hide custom fields/form sections for IT users – what’s the best approach?

June 21, 2013, 7:54 am
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Here is a problem:

We need to be able to show/hide some Request (custom table) fields, based on a selected subcategory. What is the best approach to do that? (see screenshot attached)

- We can use form sections + UI policy to show/hide them, but it’s not a good option, because when you have even 2 custom form sections it slows internet browser when loading a page.
- Record producer it’s not a good option neither – those forms and fields for IT users only and they don’t want to go through several steps and clicks to submit a request.

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How to hide an incident form while it's loading?

June 21, 2013, 9:03 am
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Is it possible to hide an incident form while it's loading?

We have a huge form with a number of hidden fields/form sections but when it's loading users can see all of those until UI policies hide them. I know it's up to 1-1.5 seconds, but it's really annoying.

It would be great to display something like 'Form is loading...' while it's loading, apply UI policies and then just 'turn it on' and show it to a user. Is there any way how to do that?

- Andrew

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Effort spent on a ticket

June 21, 2013, 9:21 pm
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we have a field called Effort Spent on the field (type is Time). each time user have to enter manually how much time he have worked on the incident.
and it should accumulate all the times entered each time and give the final sum.
How can we do that in order to accumulate sum?

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See related child incidents in each child incident

June 22, 2013, 6:37 am
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I want to have a related list for showing related child incidents under each child incident.
for example if i have 4 child incidents under 1 parent. if i open any one of child incident it should show remaining three child incidents;.
Any help is much appreciated.

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current.setAbortAction(true) causes the error message 'Invalid update'

June 24, 2013, 8:26 am
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Guys,
I got stuck with current.setAbortAction(true) in a business rule... I have a simple business rule on an incident table:
When: Before
Update: yes
Condition: current.category=='Software'&&!current.hasAttachments()
Script:

gs.addInfoMessage("No attached documents found! Operation cancelled.")
current.setAbortAction(true);

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How many IT professionals want to improve their IT operations management?

June 24, 2013, 11:17 am
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OK it’s probably a gross generalization but people who work in IT love stats. I really should’ve made up a stat here; and said that “97% of IT people love stats (and the other 3% love themselves).” So here are some interesting stats …

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Switch off ticket generated by emails & send automated email

June 26, 2013, 3:21 am
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How can we switch off automatic generation of an incident when someone sends an email to the mailbox associated with Service-Now and send them an automated email informing them to use ESS?

I have followed the suggestions in: http://www.snc-blog.com/2011/10/31/creating-mail-bounce-emails - but it only works for email addresses that are NOT stored on the Users list

Thanks for your assistance

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SLAs in Parent Child relations

June 26, 2013, 4:29 am
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When a child ticket is created under master ticket. it should be restricted to the Priority less than the master ticket.

For example if parent incident is having P4 priority then child incident incident cannot be created with priority P4 or P5.
si child ticket can be allowed to create P1 or P2 or P3.

or we can increase the priority of parent, if child priority is higher than the parent i.e if Parent is P3 and child is created with P4 then parent Priority should be increased to P4.

What changes and where to be done for this to achieve.

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attachments not being received by assignment group

June 26, 2013, 6:20 am
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I am having problems where when adding attachments to Service Now tickets after the original ticket has been sent.

Any attachment added to the first ticket is received by the assignment group but subsequent attachments are not getting through to them, it looks as if they are being stripped out before they get there.

Not sure what the problem could be. It works for every other assignment groups.

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Phone notificatons

June 26, 2013, 9:04 am
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Does Service-now allow for calling a phone when an incident has been assigned to an individual. I know there are email and sms but was wondering about actually calling a phone number. We have times when we want a phone to be called for immediate response versus a text or email that would only get looked at when convenient...

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UI Action Buttons for Incident Form

June 26, 2013, 1:39 pm
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I'm new to the SN community and we haven't actually launched yet. I'm trying to add two UI Action buttons to the Incident form

- One that will take me to a website on a new tab
- One that will launch an executable for a BOMGAR session

Has anyone done this and if so, can you share your code?

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3rd Party Vendor CIs

June 27, 2013, 8:54 am
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We are running into the issue of Telecommunication Towers going down, or Power Companies Service interruption, but we don't have CIs to relate to the Incidents these cause due to the fact they are 3rd Parties. Does anyone else run into this issue? How do you resolve this, by creating a Generic 3rd Party Vendor CI in the CMDB?

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Open an Incident from a custom form but not assign the number

June 27, 2013, 9:26 am
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I have a custom form that i created a context menu option to create an incident. I took the code from the Create Change context menu and changed it. I can get the incident to be created but it creates the number which kicks off my notifications and it goes back to the list, doesn't stay on the form. I really just want it to open the form so the help desk can fill it out and submit it. I think it is related to use the new GlideRecord but not sure what the command should really be.

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Multiple people working on Incidents

June 28, 2013, 6:17 am
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Hi, forgive the ignorance as I'm very new to Service Now!

We are implementing Incidents at the moment for our Estates and Facilities team, with the incidents going straight to mobile devices. Each engineer will have a mobile device, so on resolution of the incident, it will be closed down in his/her name as per the "assignment to" field. However, we very often have two engineers working on a job, so would ideally need to record both of them against this incident. Can I ask how other people handle this?

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Business Service Map for CI's in incident

July 8, 2013, 11:06 pm
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Hi all,

I want the tree view option in Related Items of CI to be displayed near the CI reference field in Incident form so that the user can view the depending items which are affected.

pls help me through this guys

Thanks in Advance,
Trimbakesh Madhan.M

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clarification regarding Incident management

July 9, 2013, 3:48 am
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Hi Sir/Madam

There is any way to create a incident via Command prompt.

Thanks & Regards
Udayakumar.s

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Can you think of any reason this wouldn't work for UI Action Condition

July 9, 2013, 12:26 pm
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for the UI Action - Create Change and Create Emergency Change. The Help Desk doesn't want the ability to do this since they keep doing it by accident. I did a condition && !gs.hasRole("SR-ServiceDesk") but it doesn't show it now for anyone. Soon as I remove that from the original one it works. Any ideas? They have to have the Role of Itil but not the Role of SR-ServiceDesk

Condition:current.incident_state != 6 && gs.hasRole("itil") && !gs.hasRole("SR-ServiceDesk") && gs.fieldExists('incident', 'rfc') && current.priority <3 && current.rfc.nil()

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