Content Comparison

snow_sys_class_name_to_ticket_id

Contains the mapping of sys classes to the related ticket ID prefixes. It is a comma separated list of <sys_class_name>:<ticket id prefix>. This is used to get sys class by ticket ID prefix.

snow_sys_class_name_to_ticket_id = incident:INC, sc_request:REQ

snow_incident_sys_class_names

Specify sys_class_names of your incident tables to manage incidents. When you create an incident, the the first table from the list is used; when you manage your incidents (ask to display the complete list of incidents), all the incidents from all the tables are displayed.

snow_incident_sys_class_names = incident

snow_incident_filter

Specify sysparm_query filters you want to use for getting incidents from each incident sys_class_name
in the format: snow_<incident sys_class_name>_filter.

snow_incident_filter = active=true^caller_id={user_sys_id}^state=1^ORstate=2^ORstate=3

snow_catalog_sys_ids

A comma separated list of sys_ids. You can define the list of catalogs that you want to use.

snow_catalog_sys_ids = bdf16c2edb*******386f3731d9619f5, d5f4be1*******40cfdefda41d9619b9

snow_sys_class_name_to_page

Contains the mapping of sys classes to the related portal page. It is a comma separated list of <sys_class_name>:<portal page name>. This is used for building the catalog item URLS (or have the URLs point to the Portal)

snow_sys_class_name_to_page = hardware_cat_item:device, kb_knowledge:kb_article, sc_cat_item_guide:sc_cat_item_guide

snow_sys_class_name_to_ticket_id

Contains the mapping of sys classes to the related ticket ID prefixes. It is a comma separated list of <sys_class_name>:<ticket id prefix>. This is used to get sys class by ticket ID prefix.

snow_sys_class_name_to_ticket_id = incident:INC, sc_request:REQ

snow_request_sys_class_names

Specify sys_class_names of your request tables to manage requests. When you create a request, the the first table from the list is used; when you manage your requests (ask to display the complete list of requests), all the requests from all the tables are displayed.

snow_request_sys_class_names = sc_request, change_request

snow_sc_request_filter

Specify sysparm_query filters you want to use for getting requests from each request sys_class_name
in the format: snow_<request sys_class_name>_filter.

snow_sc_request_filter = active=true^requested_for={user_sys_id}