I have created a Channel, Queues, Assignment Eligibility and then mapped with Assignment Rules (Most Capacity) in incident table. I have just checked for auto assignment. However my incidents are not being assigned to the group and assigned to. Under...
Is there a way to view old resolution notes for an incident that has been resolved but then re-opened?
I have a L1 team working under me. We deal more than 200 incidents a day . We resolve 60% and some we reassign to other team after preliminary investigation. Is there a way to check the that set of incidents that reassigned to other team (May be t...
Hi, How to use playbook. Can anyone please tell use case for playbook and step by step implementation to do in personal developer instance. Regards, Nivedita
Hi, Incident form below there are 4 different like "Task SLAs , Affected CIs , Impacted Services/CIs , Child Incidents". But i need create two more like user , account. Any idea how to build both in the incident form. Please let me know.
Hi all,Two questions: - "Service Improvement Plan" is a document manually created and improvement plans are mapped to service offerings. The inputs are from customer feedback, from Risk identifications, Report Analytics, and at times improvements are...
Please help me to write a scripted API POST to create incident and send attachment along with it. Attachment can be any format (pdf or excel or .docx)
Hello I want add a button Report Knowledge Gap for creating a KFT. Is there in workspace. I want on the incident form directly. I don't know how I can activate. Is not there on the resolution notes or on the related list
Hello,I'm a total beginner so please excuse my lack of knowledge.We are running Xanadu.I'm creating a workflow - that when an Incident is created with a certain subject line - 2 Incident task get created automatically.The problem I'm having is the ta...
Hello Experts, I am working on a POC where I am first converting RITM to PDF and later trigger to the approvers for signing the PDF and approve. How do I achieve this. We have activated this plugin Adobe Acrobat Sign - Refering this document Adobe A...
Hi All, Need your help to understand more on incident "On-hold" reasons and SLA pause condition related to it. In most of the scenarios SLA pause condition is configured if incident has been put "on-hold" with the reason "Awaiting caller" or "Awaitin...
Is it possible to achieve this kind of report in SNOW? All major incidents happen from July 2024 to June 2025 (based on P1 priority)Compare MTTR each months. (MTTR = open incident until close) Display:Bar chart of MTTR per months (July 2024 to June 2...
Hi Team, The service desk can attach files to incidents. However, we would like the team to specify the visibility of attachments while uploading. Similar to Comments(work note and additional comments) They should be able to upload attachments which ...
Am trying to get caller name as well to the global search details for any task that is searched.Can I know how to achieve this.
Hi All,I have received a incident to check the why there is "High number of impacted services getting tagged to change ticket" .I could see Impacted Services/CIs count varies for same CI in 2 separate change request records. So , Can one explain me ...
