Hi all,I configured an AWA queue as per the screenshot 1 but even if the auto assign is true, the user still has to accept the ticket when he opens it in the CSM/FSM Workspace (as per the screenshot 2). Could you kindly tell me if there is a way to e...
Hello Team, I have a report where I need to check ritms assigned to groups which contains special letters, for example "ES IT" and "UA IT" but additionaly I need to eliminate 2 groups which unfortunately have these special letters. For example "Group...
I set up a search profile to retrieve similar or duplicate incidents through search retrieval, and you can review the search source, its configuration, the indexed source, field mappings, and the semantic search setup. That said, the results are not ...
Hi,I have created a database view for Incident and Problem list exports.The database view contains the following fields, which can be used in the export definition conditions:Opened, Incident Resolved At, Problem Resolved AtMy requirement is to expor...
I created a playbook that did not have a welcome page when triggered. I started to mess around with creating variants of the playbook and that is when the welcome page came into play. I deleted all my variants and just have the base playbook, but the...
Not able to edit columns for control related list in authorization package record in CAM WorkspaceI want the reference and control allocation columns to be removed for the workspace view, when I go to cam workspace -> authorization package record->Co...
Background: We have a company that uses their custom built tool to track incidents , they do not have an open API that we can use to push incidents from our snow instance.Main Question: Is there a way we can create a webhook for them that they can su...
Hello all! I am trying to figure out how to leave a "additional comment" from the api to a Request Item (RITM). See the screenshot for reference on where i am referring to. So far, i have tried to leave a comment on a RITM via the sc_req_item table b...
Hi everyone,I am facing a persistent issue in Service Portal (Record Producer) where the "Submit" button gets stuck in the "Submitting..." state after a server-side Business Rule aborts the submission.Scenario:I have a Record Producer with an onSubmi...
Hi all, When you have a form in Service Portal with a reference variable, whenever you click the (i) icon next to the field, you get a preview of the record. I don't want anyone to be able to edit what appears in the record preview, not even admin.Ho...
Hi All, We are in the middle of configuring the standard change option in the platform. Our change manager requires that all proposals have at least 1 task. We were looking to amend the Request approval UI action to check that a change task template...
Hello, I want to add an employee start date field to catalog item that auto populates when a field titled "Who is the user receiving the phone is filled in. I added a variable titled "employee start date" to the catalog item, I made it type "referen...
I have written an onChange client script on server_name variable which is a list collector variable. This script is working in portal, but not in native UIIn native UI even the alert is not coming function onChange(control, oldValue, newValue, isLoad...
Hi Team, We have a requirement to auto cancel any RITMs, that are not approved within 30days. We are looping through approval records (sysapproval_approver) table, fetching the RITMs, then calling the notification which is sending emails to each appr...
Hi all,We're seeing an issue in a CSM Configurable Workspace where a Reference-type field (used to display a read-only token/ID value) cannot be copied by the end user — no text selection, right-click, or Ctrl+C works on it.Thanks!
