Resolved! Flow Designer Error
I am seeing error for flow designer when i changed From one update set to anotherError: " Your flow cannot be found. Flow sys_id:n"
Forum Posts
"Away State" Walk Up experience
Morning all I have a question around day to dap operations of the Walk Up experience. I want to know how agents can quickly set the status of the walk up location to "Away", so people can join the queue. I have enabled the checkbox "Enable Away Stat...
Resolved! What is the difference between the Incident "Service" field and the Outage "Service" field?
Could someone please explain the relationship between these two fields? Is Incident Service what was affected and Outage Service the root cause? Thank you.
Resolved! Configuring global search on KB Article Versioning
I am trying to configuring global search text to allow fulfillers to search for KB articles, including their versioning. For instance, a fulfiller should be able to search for KBXXXXX v1.0 in the global search text field. Any guidance on how to confi...
Service Bridge Implementation - Mapping Install Base Item to Configuartion Item between two instance
Hi All,In Service Bridge implementation , after ticket gets created in customer incident form (Consumer Instance) and a corresponding Case is created on the Provider side then the CI gets blanked out on the customer incident form(Consumer Instance)...
Service Bridge - Sending Attachment between Provider and Consumer Instance
Hi All, We are working on sending attachments between provider and consumer instances. As we all know Service Bridge provides OOTB functionality to send attachment between two instances , the same feature is not working for us. We troubleshooted the ...
Access & Permissions Management
Access and permissions-related issues are currently managed through an incident management system. Users raise tickets for various access-related requests and issues, including:Access Denial or Connectivity Issues(e.g., unable to access systems, no n...
Resolved! QUESTION RELATED TO MAIL SCRIPT
(function runMailScript(/* GlideRecord */ current, /* TemplatePrinter */ template, /* Optional EmailOutbound */ email, /* Optional GlideRecord */ email_action, /* Optional GlideRecord */ event) { var grp=current.assignmen...
Resolved! Work notes business rule
I have a project that syncs service now incidents and connectwise tickets. I need the work notes that are added or updated to an incident be sent to connectwise via my middleware. I developed dev using admin account but for prod I am supposed to take...
SCTASK emails sent from "More Options" menu need to display in RITM Activity Stream and Service Port
Greetings,I have a business request to display emails sent from the "More Options" menu [3 dots] on the SCTASK to add them to the RITM Activity Stream and thus also show them in the Service Portal, in addition the request is to show any email attachm...
Menu item in ESC Portal
Hi All, I want to add a new Menu Item in ESC portal,how can I do that.We have a page which consist of videos and we need to display a menu item as Videos and link it. Thanks,
Approval user role
HI Team,I have case where users with out approval_user role are not able to view there task in the ESC portal.I have limited number of roles for approval_user roles with me i can't provide role to everyone in the firm.I want user with no roles should...
Resolved! Need to know the tickets created and tickets closure count in shifts
Need to know the tickets created and tickets closure count in shifts ( Morning shift, general shift, afternoon shift, night shift ) , but the catch is that the shifts are overlapping by 2-3 hours .Ex: Morning shift : 6AM - 3PM , General Shift: 9AM- 7...
Resolved! How can we add field from other tables in "Ticket Fields" widget?
Hi there, I want to add field from "task_sla" table to "Ticket Fields" widget. for example " Business Time left". Thanks!
Additional Incident Forms
What is the best way to route multiple Incident record producers that auto assigns to specific assignment groups? Right now we have one Incident RP and one business rule that says, If assignment group is empty, then assign to IT support. I want to cr...