Incident form email action - adding to internal work notes
Hi, In our incident form there is an action icon next to the attachment icon in the top right of the form that allows an operator to email the affected contact for the open incident. Has anyone had any...
View ArticleITIL user unable to Create New Incident
I have a single ITIL user who is unable to Create New Incidents They access SN and go to Create New Incident under Service Desk and click Create New Incident and essentially nothing happens. The can...
View ArticleHow to create icon in Activity?
Hi,I want to put the icon/ any other image in Actiity Formatter. Please let me know, if anybody have an idea.Thanks in advance.
View ArticleContext Ment
I would like to prevent customers from having the ability to use the context_form_header. I was able to hide mose of the menu using a specific view I created for the customer. However, I'm unable to...
View ArticleAre you able to use Action Check Boxes to reassign a group of Incidents to...
I have noticed that the NOC has to re-assigned all open Incidents to the next shift's engineer and I wondered if it would be an easier way to re-assign them rather than doing it one by one.It would be...
View ArticleBulk Resolution Of Incidents
I have a number of Aged Ticket incidents that I need to resolve. Is there a method that will allow me to select a number of incidents, say 50 or more, and resolve them en masse?I do remember the...
View ArticleRe-Classify Incident's in Bulk
Hope someone out there can help me with this. We are adjusting our CMDB and changing quite a few of our Business Service definitions. We use the combination of Business Services and Service Offerings...
View ArticleEmail notifications - How to exclude manager
I have all my Assignment Groups setup with a manager, in most cases the manager is also listed among the members of the group, but in a few cases the manager is an overall division manager that might...
View ArticleIncident client script help for priority change that are not a P1 Downgrade
I need some help with a Client Script. I need something to make a field (u_reason_for_priority_change) Mandatory and Visible if Priority changes. Except if it's being downgraded from a P1 cause them I...
View Articleforce priority lookup from client script
Now that ServiceNow is using a priority lookup table, does anyone know if it possible to force the calculation to be performed from a client script ?I have an issue where (if the user doesn't have the...
View ArticleAdding a Custom UI Action / Icon Next To A Form Field
I would like to add a custom UI button next to the assignment group field. This button I am intending to use as a escalate to next team for service desk. Currently when an incident is created I have a...
View ArticleProcess Status On Top of Forms
Is there a plugin or does something exist that shows the status of the process / state you are in for incident management?I have seen screenshots of service now instances that have a header that shows...
View ArticleIncident - Problem with Client Script for Templates
I have an issue with a script our Partner did for us upon go live. When using a CI it should point to that CI Assignment Group, When using a Subcat it should point to the Subcat Assignment group which...
View ArticleRelated List Active selection
Hi,Is there is any way to identify which Related List is selected by user?I want to perform actions based on Related list selected. For ex. Populate related list on demand.For ex. When form is loaded,...
View Articlecan we use glide system methods in Calculation script
hican we use glide system methods in calculation script in system dictionary
View ArticleSLA's - Global SLA development
We need to setup SLA's based on contractual obligations per vendor. For example: if vendor (abc) receives an incident and needs to transfer the ticket to (xyz), abc holds the ticket for 3 days before...
View ArticleWhat does means g_event_handlers?
Hi Guys,I have an issue with the object "g_event_handlers".This object is overriding some values from the fields State and Incident State when the user click on the button "back" from Internet...
View Articleincident integration
Hi,I am quiet new to integration. I got the requirement for incident integration from other system into our serviceNow instance through web service. Can anybody share integration materials or documents...
View ArticleHI.server incidents transferring to our Incident instance
I'm looking to have the HI.server incident created by Service Now, create a Service Now Incident on my instance. Does anyone do that. Our operations doesn't monitor emails so those don't help. I was...
View ArticleCustom choice List is displaying blue
Hi,I created a custom choice list for the state in an Incident using through the choice list but it's still displaying blue. I removed it and added in Personalize Choice list but have the same issue....
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