Resolved! Best practice SLA Changes
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.
Forum Posts
Resolved! Is it possible to report on the task_sla table where the incident has a specific tag?
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...
notification trigger when click on button
Hello, when request is submitted from portal one notification is trigger to manager in that one approve button is there for that approve button i wrote email script.when manager clicks on approve button again one notification need to trigger.for this...
how to show variable set values in notification
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...
Excluding a group from receiving Incident assigned notification
We're trying to exclude our help desk from receiving the "Incident assigned to your group" notification. It is set up with the following filter conditions, but the group mentioned in the "Assignment group is not" condition is still receiving the emai...
Resolved! Add link in annotation
Hello, Created record producer 'Asset',In that one variable called 'Branch'. I need to add link in annotation it redirects to 'stockroom'(alm_stockroom) table in particular view(stockroom view). How to do this?
Approval status not updating
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...
Resolved! Incident - service field uses Service table vs Business Service
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?
Caused by change related to an incident also should be related to the related problem
HI Team, I have a query . Lets say an incident have one caused by change also a problem related to it . when I open the problem record caused by change related to the incident should also be related to the problem or not in related records . as per t...
Incident Form - Contextual Search (Related Search)
In the Incident Form, we have a contextual search (Related Search Result) which is showing the list of Knowledge Article in the same language as Current Logged In User.We wanted to modify it and show the list of knowledge Article in the language same...
Resolved! Why after update business rule not working where as before update business rule working, why?
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 ...
Resolved! How to write business rule to set Assignement Group and to clear Assigne to On update of Incident?
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...
Resolved! How to show button only in a particular table
Hello, Created one table in that there is a relation with asset(alm_asset) table,i created one ui action in asset table this ui action is showing every table which is linked to asset.How to show that ui action only to my particular asset table.Please...
Resolved! Incident Reassignment Time Tracking by Group
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...
Resolved! how to make list view editable
Hello, On incident table, in related list maintenance tab there are two fields, user don't go to new form,user able to fill two fields from list view only.and how to make two fields mandatory.Please help how to do this.
