Hello, I am doing research for an upcoming task for Incident Management to automate promoting them to Major Incident by trends found in open incidents. 1. Automate analyzing open incidents.2. Detect trends from the analyzed incidents to open a Major...
Hello all,I have a requirement where, upon submitting a catalog request, the system currently creates both a REQ and RITM. However, my specific need is for the creation process to bypass REQ and directly generate an RITM. Could someone kindly assist ...
Hi, We have some templates that has beem made by one agent/owner, this owner is not available anymore, and now we need to move/change owner of those to someone else.What is the easiest way to do it, do we really need to make everything again, can som...
Hi, I want to pause SLA in mandatory holidays, is there in ways to pause at particular. Regards,Sanju.
Hello guys. So, I need to get the SLA Notification information to show up in activity in the Incident record, but my issue is that this as shown in the picture below is coming from the task_sla table, so I can't get it to show in the Incident activit...
Hi all, Need help in sorting out stories based on the priority of the story in Agile board sprint planning.Below is the screen short attached, Need to sort out the stories based on priority.(requirement is to display critical stories on the top, fol...
We have to include new states to incident state list to add some additional functionality to the incident tracking. • Waiting for XX Team to complete work - does not stop clock• Waiting for Customer Response - stops the clockAs noted above, we want ...
Hello, We noticed that when never get a customers out-of-office/automatic replies that populate in our tickets activity stream. This has been an issue when we send a communication via a ticket and awaiting for a response from a customer and not knowi...
I have created a email template and called in UI action in the form it worked if I make it a list button it didn't worked , how I can achieve it.
how can I edit work notes on incident field to only permit a specific group to see the work notes
'@' in email is getting replaced with '+' when assigned to description field in business rule.we have used following code while assigning value inc.description = current.u_description.replace(/<\/?[^>]+(>|$)/g, "");
Hi All, I am working on a dashboard for Incident data. Requirement is to see MTTR for P3 and P4 Incidents which can be gathered from 'incident_metric' table. However, is there anything on Incident form from which we can calculate MTTR? Thanks..!!
Hello experts, In my http method i am using a oauth2.0 authentication. when i click the "get oauth token" in the related links of the REST MESSAGE, it shows "oauth token flow completed successfully". I need to pass token in the Payload else i am gett...
Hi, When I create a template from an incident not closed, all fields are prepopulated. But when I create a template from a closed incident, the fields aren't prepopulated. Can you help.Thank you.
