The wiki states that the field approval_column can be used to use a different field than approval for sending out system approvals.
Something is amiss ...
When I tried using another field the workflow still updated the main approval field without updating the approval_column field at all.
I was able to get it working by hiding the approval column and adding a new business rule to update the approval_column, but that's no longer OOB.
Did I miss something?
Is it possible to make an XML/JSON call to obtain the System Diagnostics page in service now?
I havent been able to do that on the home.do page and couldnt find anything mentioned in the docs or the forums.
Thanks for your help.
Brian
One of our approval notifications includes the URL "https://service-now.com/ess/approval.do" that when clicked by approver ideally should directs him to approval page and display the requested approvals.
Practically, when clicked this URL runs only "https://service-now.com/ess/" i.e. it stops at ess page and do not go to approval page. This issue is happening in PROD only.
This notification with same configuration has been implemented in dev environment also and works fine there, it becomes difficult to troubleshoot this case. I've verified Tiny URL properties also but that is fine.
Greetings,
How do I revert to the old lookup fields in Calgary? For every field on the Incident/Problem form that has a lookup, as soon as I start typing, not only do I get possible matches (how it used to be in Berlin), but now I get the header ("Showing 1 through * ..."), as well as additional info (like user's emails).
Thank you,
Hello,
I have a catalog where I ask to clients to notify a date/time. After ordering this catalog item, I want to move this date to the description of the RITM created.
The problem is when I look at the RITM created, the date is correct but the hour have 2 hours less.
We have the Europe/paris time zone. I suppose the servers are in England and have 2 hours less.
How can I do to keep the hour that Users really choose, I don't want the transformation of the hour ?
Many thank for your help.
we need to use two reference fields both sys_class_name, one for child, one for parent, however we cant seem to get service now to do this, the result is simply "undefined", is there a method in service now for this? and help would be great.
var classtable1 = new GlideRecord('cmdb_rel_ci');
classtable1.addQuery('active',true);
classtable1.query();
while (classtable1.next()) {
gs.print('cmdb rel type: '+ classtable1.type.getDisplayValue() + *****PRINT PARENT AND CHILD CLASSES*********);
}
Getting the following error message when clicking on Planning Board link under SDLC (Scrum Process) in Service Now.
The reference to entity "D" must end with the ';' delimiter.
Any ideas how to fix this error?
Hello,
I am trying to retrieve all the Knowledge base articles from our Service now instance, and show them in an HTML page.
I noticed that while I am 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
Hi,
I am facing issues with making the list collector as read only.
I have 2 codes that makes the list collector read only.
one is:
function onLoad()
{
function disableAllChildren(ele) {
try
{
ele.disabled = true;
}catch(E){
/* else is
null / not an Element / etc */
}
for(var i = 0; i < ele.childNodes.length; i++) {
disableAllChildren(ele.childNodes[i]);
}
}
// end
function disableAllChildren(g_form.getControl('appl_owner').parentNode);
}
Second
one is:
var ve = $('variable_map').up('table');
All
We're seeing some weird behavior on our on-premise production instance. There are 2-4 transaction on each of the UI nodes that have been running for over a half-hour and some uses are reporting slow performance. The transactions do not show up under Active Transactions but do show on the stats.do page.
These threads clear by themselves after an hour or so. I'm not really what to make of this or how to get to the source. Any tips or suggestions would be extremely helpful.
Thanks
Teja.
For reporting purposes, looking to pull the business duration for SLA-related reports and have the duration show as HH:MM:SS and NOT as DD:HH:MM:SS. Reason being is that SN rolls up 24 hours into 1 day whether the calculation is using a schedule or not and is causing some confusion.
For example a business elapsed (business duration) is calculating using the schedule 7-6 M-F and the business elapsed time is 1 day 8 hours 5 minutes (32 hours total). The incident was opened lated on Wednesday at 4:50pm, closed the next Monday at 3:56pm.
Wednesday – 1hr 10min left
We have a user who when he clicks the paper clip icon to add an attachment to any ticket type, the dialog box displays without a Browse button or Remove Attachment button. Have tried deleting/re-adding his group, roles and user record but without success. Has anyone else experienced the same issue and know a fix. Thanks, Gary.
We handle approvals via email and include a link back to the change request or incident via the ${sysapproval.URI_REF} variable. Normally, the link text created via ${sysapproval.URI_REF} would reference the request ID such as "CHG0020010" but lately the link text is displaying the Caller ID as opposed to the request ID.
Any ideas how I can change this back? It appears that the issue definitely is only with the link text of "URI_REF" as the following info correctly displays:
There have been several posts regarding integration between SAP BusinessObjects and SNOW, specifically using the SNOW ODBC connection with an existing BO system. We have been experiencing crashes and timeouts with the Job Server child processes and the processing server. SAP stated that SNOW ODBC is not on the supported platforms list, but I felt there had to be a way to configure this communication between the two systems. I observed when one requested an on demand report requests within SNOW the report would display without issue.
I am trying to add a new variable (assigned to) to a record producer, that is dependant on another reference variable (assignment group, actually).
My goal is to submit an incident from a custom record producer with assignment group and assigned to, pre-chosen.
However I am not seeing the dependent option show up.
Anyone know why this might be?
Thanks
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 navigate to all other links in SN.
I have impersonated them and can replicate the issue as them.
I have checked roles against the temporary ITIL user account they are using and everything matches.
We are AD integrated and have run an LDAP refresh and confirmed that the account is active.
Hello,
I have done some customization to the Asset form today including re-purposing the display name to be editable. I removed the field calculation within the display name dictionary entry. However, I'm not sure that this is related to the problem. Now I have an issue where I cannot open any existing asset records. I can create new records without problem, but every time I click on that recently created record (or an old record for that matter), I get the error "Record not found."
Does anyone have any insight into why my records cannot be found?
How we can display a alert popup once user logged in and reaches the homepage.
The browser based spelling checker in Firefox is not working. This is the built in spell checker that underlines misspelled works as you type, it not the spell check button you provide.
It doesn't work on Firefox 22 and 23, on both Linux (Ubuntu) and Windows.
I tested and it works fine on Linux + Chrome.
The main ares I am testing it on are :
- Customer update notes
- Internal update notes (hidden from customer):
Within our service catalog, we've exposed the OOB available related lists to control access by location. These are now set mandatorily in our item creation process.
Our issue is that it appears that when we set these values for the items, those settings are not captured in an update set and have to be set manually across all the instances (we have a few).
Can anyone explain how we might be able to include these changes within our update sets (other than the obvious "export an XML of the values.)