How to convert template data into inbound action for creation incident
I will get above template from user in emailwhat script we will use for converting this data into incident
Forum Posts
Unable to attach specific knowledge article on incident.
Unable to attach specific knowledge article on incident. When we are trying to search knowledge article in "Related Search Result" field on incident getting an error "No matching results found for ..." even though knowledge article is Active & publis...
RITM UI action seems to send out a rejection email
I have a ui action for RITMs that converts to them to incidents and for some reason seems to kick out a rejection email. I have no idea why a rejection email would fire. We have no approvals in this workflow for this catalog item. If anyone can help ...
How to fetch the attachment file(.doc/.pdf) content in a string . (Not in base64 format)
Assume that a word file has attached with a Incident. I need to get those content has written in this attachment in a actual string not in base64encod version.
How to store on call member details from the On call calendar on incident form
Hello All, I have a requirement of getting the On call details of a particular shift for a group and display it on incident form.I was able to get the on call members for the group but I am facing some challenges while getting the oncall member for t...
UI Policy is not working for Category field(dropdown/choice type) field
I'm currently working on a UI Policy that should trigger an alert message when the category changes from one value to another. However, it's not functioning as intended. I've attached a screenshot for your reference. It seems to work when I switch a ...
Resolved! List of Major Incidents with Post Incident Reports not published
For major incidents (MI), you can publish a post incident report (PIR). I'm looking at a way to get a list of all MI that that have the PIR yet to be published. I haven't found any flag or anything that tells me that the MI is still to publish the PI...
Incident field displays "-" after clicking on UI action in SOW before populating the actual value
Hi All, We have a UI Action that pauses the incident record and sets the value of Pending Reason field to '30'. In the backend it works as expected. However, in the Service Operations Workspace, when pausing the ticket, the Pending Reason is blank (d...
Watermarks/ unable to create new incident as it's keep hitting existing ref number from email
So I have one business rule set up to different watermark: (function executeRule(current, previous /*null when async*/ ) { var bodyhastext = current.body; bodyhastext = bodyhastext.replace(/Ref:MSG/g, ''); gs.info("watermark is "+b...
Asterisk is not visible Near a field Even if it was Set to be Mandatory Field !
Asterisk is not visible Near a field Even if it was Set to be Mandatory Field !We try to configure the type of a field to be mandatory but with asterisk sign was missing after is it was changed from optional field to mandatoryIs this common system be...
What is the co-relation between Incident, Problem, Change and Release Management Lifecycle?
Hey Community!Can somebody explain me about the col-relationship between Incident management , Problem management, Change management and Release management lifecycle.
when i create new problem ticket or open problem ticket from list view I am not getting full page
when i create new problem ticket or open problem ticket from List View, i am not able to see the full page of problem ticket why i don't know. can anyone please check this i have attached Screen Shot also.
user not able to copy and paste screenshots in additional comments
Hi Team, On the incident form, user is not able to copy and paste screenshots in additional comments but when I impersonate with that user then it is happening. Please assist in this regard as I have checked all the roles which are required for the u...
Assignment lookup is not working in universal request but working in incident form.
Issue with the assignment group update based on Category and sub category. Only one value is not working in universal request but it is working in incident. not sure what is the issue here. Example : Category - ABC , Subcategory - BCD - > Assignment ...
Configure major incident properties
I need help with this.Add the service_offering value to the 'List of attributes (comma-separated) that will be copied from the child Incident when creating a Major Incident' property.
