Remove Close Notes from ServiceNow Incident Resolution Notifications

Forum|Forum|1 year ago
October 3, 2024
2 replies
43 views

Hi Moveworks Team!

Requesting an enhancement that allows us to hide ServiceNow Incident close notes from being shown during an Incident Resolved notification.

Today, Incident close notes are not at all viewable to the customer. These close notes typically contain the fix the agent completed to resolve the issue, rather than a customer visible update.

Impact: We would be exposing a field via Moveworks that colleagues dont have access to or see today.

hvadlamudi

Employee

@marissa.lacombe There is currently no capability to do this natively. However, you can achieve this using Creator Studio Event API.

A Business Rule in ServiceNow can be used to trigger an Event at the time of ticket resolution. Using the message parameter in the Event, the corresponding message delivered to the user can be customized to any degree needed allowing you to hide any sensitive fields or expose additional user facing fields as needed.

You could additionally make it an actionable or a non-actionable notification for the end user and provide follow up actions as needed.

kyril.remillard

Community Manager

1. New→8.0 Possible Creator Studio Solution

Sign up

If you're a Moveworks customer, you can click the SSO button below to login-even if it's your first time. Everyone else can use email or click create an account above to register.

Login or create an account

If you're a Moveworks customer, you can click the SSO button below to login-even if it's your first time. Everyone else can use email or click create an account above to register.