Hi All, We currently have a new inbound action that is creating incidents with employee details such as name, location, action date, etc. passed into the 'Description' field within the incident (see below). We've created a flow designer to extract th...
Hello there,Is there a way to give access to a user to a dashboard that contains multiple tabs and multiple widgets per tab?My current work environment is not using groups which I am trying to convert them to. Does that mean I need to add the group t...
Hello All,My requirement is to hide a filter button on the workspace list of records. I am unable to find this. Can anyone help me on this. Thanks,Shareef
Hello experts, In our incident table, incidents are getting created. If it has been more than 30 mins and no incident has been created, i need to trigger an email. Can anyone help me in this requirement. Thanks in advance.
I have Scripted REST API and script include on scoped application and I am using GlideRecord to create record from that script include.I am trying to create record from scoped application to global application table. I am getting below error.Error:Cr...
Hi,This is in regards to on-call and determining escalation paths - if this isn't the correct forum happy to take advice on where it is best posted. I have a single assignment group compromised of 2 shifts (Gold, Red) which both cover 24/7 in paralle...
Hello, I tried to fetch the variable data in a record in one table using flow designer. But whenever I tried with below code it is not fetching data. Requested = fd_data._1__get_catalog_variables.requested_for;Description = fd_data._1__get_catalog_va...
We will be changing SLA after over 3 years. What is the best practice when it comes to still open incidents / RITM? We will be changing the time frame on the SLAs not what start, pauses, and ends them.
Hi,I'm trying to report on the task_sla table where my task type is Incident and that Incident has been tagged with a specific tag.I haven't been able to do this OOTB so am wondering if anyone else has meet this requirement before? Suspect it's possi...
Hello,there is one catalog item in that multi row variable set(user_details) is there.there are 5 variables (requested for - reference,description - multi line text,price - single line text......) are there in mrvs i want to show those variables valu...
I have created script action in workflow to create catalog tasks and approvals by checking look up tables. Whatever tasks and approvals are creating fine. Group approval creating I have mentioned in the script that group approval created with wait fo...
Why does the Incident Service field point to the Service (cmdb_ci_service) table and not the Business Service (cmdb_ci_service_business) table in post Rome instances?
i have defined a after update business rule when state moved from resolved to I progress i want to assign same incident to one particular group and should clear assigned to value. Its working if i kept before update but not working for after update ...
I want to set assignment group to 'x' and assigned to to empty when 1) incident state is changes from resolved to any other except closed.2) No change of current incident assignment group ( when no change in assignment group while update)3) when ass...
Hi! We manage Incidents that routinely handed off (reassigned) to another group and sometimes again to another group. We are able to track the number of times the Incident has been reassigned, but not the time the Incident spent with each group. Is i...