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Resolved! SLA cancellation through fix script for bulk 300+ incidents

Hi All, I have a requirement asking to cancel the SLA through fix script for 300+ incidents. There are 2 to 3 SLA's associated with each incident. Do we have any fix script to cancel the associated sla's for 300+ incidents. I have created the below f...

phr by Tera Contributor
  • 794 Views
  • 2 replies
  • 0 helpfuls

Resolved! CSM:Data segregation based on customer account /company

Hello Everyone, Hope you are doing well. I have a question about Data segregation based on customer account/company. We have a company(which related to account) field on incident , problem, change table and requirement is to show the records(incident...

BAK2211 by Tera Expert
  • 544 Views
  • 1 replies
  • 2 helpfuls

agent workspace

hi i have one agent workspace and in title i need case number and below it i need short desrciption. how do i configure it. i checked in header workspace and over there its showing to select one primary field. 

Deepanshi1 by Mega Guru
  • 253 Views
  • 1 replies
  • 0 helpfuls

Bulk access request

Hi Team,We have a requirement, where we want to automate the bulk request of providing access.We have an e-form to provide agent access and add to groups,so for bulk, the users attach the template.But now we have to automate it.How can this be done.A...

Knowledge bases order in CSM portal.

Hi Guys, I want to reorder the below Knowledge bases. Currently it's ordered Alphabetically as u can see below.However as per the requirement need to reorder these KB (For example :- Getting started being the first KB) . I've tried changing the Order...

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Engagement messenger - virtual agent chat not loading

i've embedded engagement messenger in my website and also have enabled virtual agent chat. The virtual agent works fine when clicking on the 'start chat' and when there are no notifications, however i notice that whenever there are notifications/new ...

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rayna_057 by Tera Contributor
  • 445 Views
  • 1 replies
  • 0 helpfuls

Skills Management - remove URL parameters for department

How do I disable the department/parent_department parameter for users listed in the CSM or HRSD Skills Management module/page? Currently, the Skills Management page (where the manager assigns skills to users in the tile format) enforces parameters fo...

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AbbieC by Tera Contributor
  • 286 Views
  • 1 replies
  • 0 helpfuls