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Forum Posts

Escalation and De-Escalation of an Incident Ticket

Today we use the listed support group on a CI record to auto assign the incident ticket based on the CI selected in the Configuration Item field.  There are cases where there can potentially be up to 4 levels of support levels/tiers that support a si...

FWilks by Tera Contributor
  • 191 Views
  • 1 replies
  • 0 helpfuls

Adding user manager as cc in email notification

Hi Team, We have created a scheduled script to send open incidents to all the technicians individually it is working and going html table report individually in one scheduled script but our use case while sending individual email we need to add cc or...

HarshithK by Tera Contributor
  • 356 Views
  • 3 replies
  • 0 helpfuls

pause the flow in flow designer

Hi team, In my flow designer, i have 5 catalog tasks and all need to be created at once based on my use case.I want my flow to be paused until all the catalog tasks are completed. Can anyone tell me how this can be achieved via flow designer

Deepika54 by Tera Contributor
  • 1104 Views
  • 4 replies
  • 0 helpfuls

Resolved! SLA

Hello everyone,When the assignment group changes, I want the current SLA to stop and a new SLA to start for the new assignment group. This will help track the time each support group spends on the incident. Could anyone please guide me on how to achi...

makmishra by Tera Expert
  • 432 Views
  • 5 replies
  • 3 helpfuls

Field with 2 dependant fields?

Hi all, I was just wondering if anyone has done all the Category and Subcategories as "dependant" fields. We currently only have the "subcategory" dependant on the "Category", but we wish to make the "Category" dependant on the Business Service. I kn...

Business Services and Dependant fields.jpg