Incident SLA

We have multiple service providers that could get assigned a particular Incident.   We have set up SLA schedules for each provider.   What is best practice for Resolution SLA when the Incident is reassigned to another assignment group(meaning another...

How to fetch the description values in flow designer

Hi All, We have a requirement to generate incident(Y) based on the other incident(X). I want to write a condition like this "if worker type is employee then it should return yes else no" The worker type details are present in the incident (X) descrip...

What is the difference between Department and Group?

Best practices on creating a retro p1/p2 major incident while suppressing notifications

Hello all, I'm fairly new to major incident management, and I have had this as an additional duty to my functional role at my company for about 2 years, but we are blessed with not having a tons of major incidents per month, so learning by doing has ...

How to get column name from parent table in sys_dictionary.

So, In Dictionary table I am not getting list of column name from parent table which was inherit by child Tableand I need to generate list of column name of table including fields which is inherit by child table.and I need to do that multiple table s...

SLA Status in incident form

Hi  All, I want to add the status of incident whether it breached SLA or not in incident form. How can we achieve this,

Solarwinds integration with ServiceNow for Incident Creation

Hi, We have a customer who wants to know the best approach to create an Incident in ServiceNow from SolarWinds.Can anyone please explain ways with PROS and CONS to create an Incident in ServiceNow from SolarWinds?Also, please share some documents so ...

How to send additional comments and work notes in request payload as JSON

Hi All, I need the pass as the last additional comment and last updated work notes from Incident Record in the REST action as a payload. I tried using the below scirpt, but it returns the value with the timestamp and user name. If I pass this value i...

What role required to raise major incident P1

Hi Team, Can we know that what role required for to raise a P1 incident.How to raise Major incident from our side. Let us know your inputs. Thanks

How to copy and paste query

We can copy the query by using "copy query", and get the following sample query.active=true^priority=3Is there any way to paste this query into another instance? I used the following URL, but it didn't work./incident_list.do?sysparm_query=active=true...

Href link on a portal widget

Hi Can someone please advise where I am going wrong on my html code. I have merged 2 widgets together to make it look visually better for the end user The last button is the button I have merged into my existing widget that allows a end user to edit ...