Hello All,I am working on a project where we need to retrieve Record Producers based on selection of Category and Subcategory and related variable details of that retrieved Record Producer to the back end Agent View Incident creation form. Also, is i...
We have a requirement to automatically generate the summary of the incident (generated by the Now Assist ITSM skill-Incident Summarization)on closure (Incident state changes to Closed) and copy the generated Summary to the work notes automatically. A...
Hi I want to remove a users inherited role. I have already removed the user from all the group and checked the role tab which is showing empty. Can you pls help me on this.
I have a business rule that seems to only work with internal people's replies. When it is an external user who replies to the case via email, it doesn't seem to trigger. Is anyone able to assist in helping me fix this or help me understand why it onl...
So my service desk team wants to bulk update child incidents of a parent ticket by using update all/selected but they seem to fail the acls and arent able to adjust those field level acls and ui policies.is there a role I can use override to allow th...
Could anyone please explain the process to subscribe to Cost Center, Group, and Location recordsI see there are notifications for the following events:CI AffectedCost Center AffectedGroup AffectedLocation AffectedAs per my understanding, these notifi...
I am trying to generate a PDF report from a Incident Form.I tried creating a view and generating a dynamic URL, it is directly downloading into PDF but all the related records(SLA) are also included in the PDF document.I have tried another approach u...
I am setting up Major Incident Conference On-Call escalation. Use Case:If I add a group with on-call rota defined; invite/rotate primary members as configured.If I add a group with NO on-call rota defined; invite all group members As per the docs her...
Hi All, Regarding the inbound email action: Can we call email script in inbound email action (for action type - record action & reply email). if yes is syntax the same?? Thanks!!
I need to have the Email client attribute to show only for logged in users with a certain role. can someone please help?
On portal, for a record producer accessible to all users including snc_external users. After submitting the form, the ticket information is visible for them, but don't have access to add additional comments or attach document in the attachment sectio...
Hi Everyone, First time posting on these boards but I am hoping you may be able to help. Our organization is quite large, we have 100,000 staff spread out across a very large geographical location. We have many different teams who manage IT for our o...
Hi, I want to calculate total time for which incident is on "In Progress" state how can I do it.I tried it with metric but it is creating seperate record if state changes from to another.
I would like to know the process of OOTB behaviour how an incident will be escalated. I cannot able to find a way to escalate an incident. DO we need to set any properties to true or create any trigger rules?
Hello everyone,I'm looking for a way to automate the extraction of content from an XML file received via E-Mail and use it to create update records in the Incident table.Manually, I achieved this by setting up the file as a Data Source, then using a...
