We currently allow users to open incidents by emailing our instance. These incidents are low impact/urgency/priority by default. We're looking to automatically set the Urgency to High in the event one of our VIP users sends this email. These VIP use...
Hi, I have a scenario where the Caller field in incident form should display both active and inactive users. To achieve this, I tried inactivating "user query" business rule, which allows both both active and inactive users to appear. However this ...
Hi Team , I’ve implemented a query business rule on the Task table (parent table) to restrict data visibility based on user group membership.Scenario:We have a specific user group that should have visibility into all task records. For users not in th...
we are observing duplicate activities (duplicate work notes and comments) in incident module, if you faced similar issue please suggest. note: checked in business rules(current.update()) not used in the BR's and script includes.
I want one field with the name of HR comment where i already divided it into two column in section but HR comment in one column. If any one know please let me know!!
Use case: There is a requirement, where on receiving an email, an interaction should be created. The mail body text should be displayed on 'description' field. And if we get reply to the mail, the description should be update.I have created 2 inboun...
When clicking button to start MS Team meeting in service operation workspace getting below error. Invalid Access token. Please check your credential aliasTry to delete oauth token from table but still same issue.Able to get token directly from creden...
Hi all. I've been stuck on something that I was hoping to find help with. When looking at a list view of a table, like incident, you're able to click a little "i" button to preview the record before opening it. I know we can edit what appears on the ...
We have a group of external users who submit incident tickets via email. Currently, we are creating full user profiles (instead of guest users) to ensure proper email communication when ITIL users respond.Business Requirement:For this specific catego...
Hi Team, We are sending an email to the snc_internal user with a provided RITM Record link. When the user clicks the link, it redirects to the record, but they are unable to see any details. Is there a way to show the RITM record to the user? Advance...
I received one request to change the reference table of CauseByChange field present in Incident form from Change table to Task Table, and Change its lable to only 'CauseBy'.But my lead suggested me to create a new field instead of modifying the curre...
Hello, I would like to make work notes a required field when an Incident is re-assigned to another group or to another user. I would like to stop the incident from getting re-assigned until the work notes has been filled out, also I'm trying to get a...
In a domain-separated environment, when selecting a domain using the domain picker, there's a "Recent Selections" section that shows previously selected domains. I want to clear these recent selections .I created a business rule on the sys_ui_recent_...
While creating INC templates, even after selecting a category, I see all the subcategories rather than dependent subcategories. Is there a way to properly set up the dependencies?
Hi Team,I have a requirement where end users without any roles need to navigate to the Request by clicking on the Request number hyperlink in the email. And also, I need to provide a UI Action for those specific users who are part of the request (e.g...
