ACLS
I wanted to know that if for a table(table has CRD ACLS) a field doesn't have any ACL configured, then will wild card ACL(only admin access) be applicable for that field or will table level ACL apply to that field?
Forum Posts
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Autocreate Incident and Incident task from Case.
Hi all, My requirement is to create Incident and Incident Task for the below mentioned conditions from the case. So, the case table has a hidden field called 'Issue Type'. If Issue Type is Network --> Create Incident and map the fields.If Issue Type ...
Resolved! Unable to set value for custom field
Hi Everyone, I have a table Declaration goods Table which has two fields Commodity code and Commodity code hierarchy. Commodity code is referencing custom table which has commodity code, Goods Desc and Hierarchy Desc. My requirement is to print commo...
esignature on list view for approval
Need to create Esignature for list view approval button for approver.
Cases not visible to customers – Is there an OOTB solution
Hello team,Is it possible to set permissions so that the customer cannot see their own cases? The service desk agent should be able to process the ticket, but the customer should not see the case.BR
Provider Notification
Whenever we change the assignment group of a case from one group to another, we need to notify the new assignment group that the case will be moved within the next 10 minutes. How achieve using provider notification
Provider Notification
In the case of in-flight cases, upon receipt of any email related to the case, promptly notify the GNOC engineer (To whom the case was assigned) via a floating Native UI notification. Please find the notification message below.When Customer send any ...
Best task types for non-client facing tasks
Hi All, We currently run CSM/ITSM modules. We have a number of instances where we may have an internal-type tasks (e.g. Cycle passwords, or audit things on a client's servers x,y,z) these are tasks we don't necessarily want to present to the client a...
Resolved! Customer Service Management (CSM) Implementation
Hello folks, Recently i have been assigned for CSM implementation, can someone help me with CSM implementation docs or guide me to best way to implement the same. Thanks in advance !!
Attachment
I'm currently working on a service portal page where users can upload attachments by clicking on a single paper clip. However, I now need to add an additional paper clip to the same page. One paper clip should allow users to upload regular attachment...
Resolved! Configuring a related record view in Configurable Workspace
Hi All, In Configurable Workspace , I want to always display a particular view of the related record when I open that related record from the main record's related list. As of now the process I am following to achieve this is Click on my profile--->C...
Difference between Asset and Sold Product in CSM
I am trying to figure out the difference between Asset and Sold Product. Or what is the relationship between Asset and Sold Product. When to use Asset and when to use Sold Product. Where should the assigned product be stored? Where should the case be...
How to Add Response Template in Agent Workspace
How can I add pre-written message templates to the agent workspace shown in the attached screenshot, I want to add?
How the Business Duration and Duration calculate works for cases
How the Business Duration and Duration calculate works for cases. we have one Requirement for this SLA activity for both fields. is it OOB functionality.please suggest me.
