ITSM
Suppose someone changes the Priority of an Incident — how can we know who changed it, and when?So I wanted to confirm that Auditing is done field level or table level? if it's done field level also then How?
Forum Posts
Incident
Hi Everyone, I want to print the all incidents account & incidents managers names. I build the code but not working. var inc = new GlideRecord('incident');inc.addQuery('sys_id','57af......')inc.addExtraField('caller_id.manager.manager.name');inc.quer...
Resolved! Is it possible to have a filter on assignments of my groups not yet supported (assigned to is empty?
Is it possible to have a filter on assignments of my groups not yet supported (assigned to is empty? Thank you for helping!
Incident Template Assignment Group being overwritten by Data Lookup Rule
Hi everyone,I'm facing an issue when using a template to auto-fill fields on an Incident record.I have a template that populates several fields, including the Assignment Group. At the same time, I have a Data Lookup Rule configured to set the Assignm...
Resolved! User Table
Hi Guys, I was wondering is it a good idea to change the Unique flag on a sys_user table from user id to email.Has anybody done that?I have come across a Scenario where there are 2 users with the same user ID. Hence first has created a record in the ...
Resolved! ITSM - Simulator - Configure state choice list and behavior
Hi Team,I am going through ITSM simulator. While validating, I am getting an error as - "Validate that you have updated the Create Emergency Change UI action for the appropriate table and with the appropriate script changes".I tried checking existing...
Resolved! Incident
I attended the interview today interviewer ask one question like Problem Record A : 20 recordsProblem Record B : 10 recordsIncident : INC00000(Reference field) (When incident is created)Short-Description : TextDescription : Text 1.When the user selec...
Incident
Create incident and along with short-description & description using script?
How can we send "work notes" in the API along with number, state, short description?
Hi All,I want to send "work notes" in the API along with number, state, short description?Is it possible by using REST API explorer or do we need to create a custom APIThanks in advance your response
Resolved! Major Incident SLA
Hi all, How SLAs are managed when a Major Incident is created from a normal Incident that has its own SLAs?Which is the best practice? Many thanks,Tommaso
New field (Reassignment Reason) is visible/mandatory when assigned to is updated
i want to create a new field (Reassignement reason) which is (Visibile/mandatory) when the assigned to is updated Icreate a UI Policy whith script; i also create a client script. But it's not working!!Help please.
Incident is not getting attached as parent on Request table.
The incident is not getting attached as a parent on the Request table.Whenever we create request using the create request UI action from incident form, ideally it will redirect to self- service service catalog page, from where we will select and orde...
Create a "Time Worked" field that uses SLA start time on Incident Form
What would be the best way to create a new field called "Time Worked" that calculates how long a ticket has been opened from the SLA Start Time? We were looking for a way to make this easily visible vs having to scroll down and click on the SLA tab.
Issue in skill based routing AWA for incident tickets
Hi, We have configured the Skill Based Routing to the Incident ticket where we have created three queues for based on the complexity field. Also we have assignment eligibility configured for the three queues. As well as we have auto assigning work it...
