Hello I want add a button Report Knowledge Gap for creating a KFT. Is there in workspace. I want on the incident form directly. I don't know how I can activate. Is not there on the resolution notes or on the related list
Hello,I'm a total beginner so please excuse my lack of knowledge.We are running Xanadu.I'm creating a workflow - that when an Incident is created with a certain subject line - 2 Incident task get created automatically.The problem I'm having is the ta...
Hello Experts, I am working on a POC where I am first converting RITM to PDF and later trigger to the approvers for signing the PDF and approve. How do I achieve this. We have activated this plugin Adobe Acrobat Sign - Refering this document Adobe A...
Hi All, Need your help to understand more on incident "On-hold" reasons and SLA pause condition related to it. In most of the scenarios SLA pause condition is configured if incident has been put "on-hold" with the reason "Awaiting caller" or "Awaitin...
Is it possible to achieve this kind of report in SNOW? All major incidents happen from July 2024 to June 2025 (based on P1 priority)Compare MTTR each months. (MTTR = open incident until close) Display:Bar chart of MTTR per months (July 2024 to June 2...
Hi Team, The service desk can attach files to incidents. However, we would like the team to specify the visibility of attachments while uploading. Similar to Comments(work note and additional comments) They should be able to upload attachments which ...
Am trying to get caller name as well to the global search details for any task that is searched.Can I know how to achieve this.
Hi All,I have received a incident to check the why there is "High number of impacted services getting tagged to change ticket" .I could see Impacted Services/CIs count varies for same CI in 2 separate change request records. So , Can one explain me ...
I have a requirement to populate date field on RITM using flow designer. Scenario: When the record is getting created in table (XYZ), the flow gets triggered and via subflow RITM is created.I have a date field in RITM and date value is called to sub...
Can anyone tell me the flow of how universal request is created through inbound email?
Hello Developers, I have a requirement where an RITM is created from an Incident using the 'Relates Search Results' functionality. From there, users can search for a Service Requester and click on ‘Order’, which redirects them to the catalog item usi...
I have to make the work notes mandatory a new attachment is added on the incident form in the instance. As of now, the attachment gets automatically save on to the save just by clicking on the paperclip icon and adding the attachment through it. We d...
User Selection: The form allows selection of multiple users.Group Filtering: Based on the selected users, the Group field should dynamically filter and show only the groups that are common to all selected users.Validation Logic: This ensures that use...
Within an incident in the activity stream, we email the user to gather more information, and they reply to our email. But if we want to reply back to the users last email we can't. The reply icon is there in the top right-hand corner, but its greyed ...
Hi all, In the attached flow I see that the articles can be requested by the Knowledge User.This articles requests are about knowledge that can be created from a task (e.g., incident, case, change, etc.)?How generally a new article request can be rai...
