Hi All , I have received an incident to check there is an extra space added in technical update template in Major incident records but actual client email technical template we do not have the space but on major incident records user clicks on "comp...
Hi all, When an improvement initiative is created and then approved, if I need to assess costs and resources I'll convert it to a demand, then project and it will be released with conversion to change request.Is it correct? Improvement initiatives ca...
Hello I have an assignment rule to set the assigned group on an incident when a request is submitted. But the assigned group is not being set on the incident
We need to add all child incidents in related incident tab in problem form. When we create problem from Incident using UI action in the related incident tabs it shows only parent incident number, but it does not shows child incidents.
Hello, I have a requirement where I need to submit form based on the response from GlideAjax XML response in catalog client script. Here is my code :function onSubmit() { alert(g_form.getValue('type_of_ser')); if(g_form.getValue('type_of_ser') ==...
I have created a Channel, Queues, Assignment Eligibility and then mapped with Assignment Rules (Most Capacity) in incident table. I have just checked for auto assignment. However my incidents are not being assigned to the group and assigned to. Under...
Is there a way to view old resolution notes for an incident that has been resolved but then re-opened?
I have a L1 team working under me. We deal more than 200 incidents a day . We resolve 60% and some we reassign to other team after preliminary investigation. Is there a way to check the that set of incidents that reassigned to other team (May be t...
Hi, How to use playbook. Can anyone please tell use case for playbook and step by step implementation to do in personal developer instance. Regards, Nivedita
Hi, Incident form below there are 4 different like "Task SLAs , Affected CIs , Impacted Services/CIs , Child Incidents". But i need create two more like user , account. Any idea how to build both in the incident form. Please let me know.
Hi all,Two questions: - "Service Improvement Plan" is a document manually created and improvement plans are mapped to service offerings. The inputs are from customer feedback, from Risk identifications, Report Analytics, and at times improvements are...
Please help me to write a scripted API POST to create incident and send attachment along with it. Attachment can be any format (pdf or excel or .docx)
Hello I want add a button Report Knowledge Gap for creating a KFT. Is there in workspace. I want on the incident form directly. I don't know how I can activate. Is not there on the resolution notes or on the related list
Hello,I'm a total beginner so please excuse my lack of knowledge.We are running Xanadu.I'm creating a workflow - that when an Incident is created with a certain subject line - 2 Incident task get created automatically.The problem I'm having is the ta...
Hello Experts, I am working on a POC where I am first converting RITM to PDF and later trigger to the approvers for signing the PDF and approve. How do I achieve this. We have activated this plugin Adobe Acrobat Sign - Refering this document Adobe A...
