Could someone please explain the relationship between these two fields? Is Incident Service what was affected and Outage Service the root cause? Thank you.
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...
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)...
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 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...
(function runMailScript(/* GlideRecord */ current, /* TemplatePrinter */ template, /* Optional EmailOutbound */ email, /* Optional GlideRecord */ email_action, /* Optional GlideRecord */ event) { var grp=current.assignmen...
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...
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...
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,
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...
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...
Hi there, I want to add field from "task_sla" table to "Ticket Fields" widget. for example " Business Time left". Thanks!
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...
Need to send an email every day with list of incidents which are not updated more than 2 days. Here trigger condition is , if any incident is not updated more than 2 daysplease guide me on how to achieve this.
Hi all,Needed paging enabled for p1, p2 type incidents.When p1 or p2 is created and assigned to Database team and assigned is empty then trigger the call to Database team. please let me know if anyone implemented or any insight. Thank you in advance....