On Incident form, state field should contain its successive value only. eg. If Incident has "In Progress" State than only "On Hold" will be visible. If "On Hold" than "Resolve" should be visible. At last when Incident is in "Resolved" state all v...
Hi, We are working on a use case to send Major Incident comms to a specific channel in Slack. We have created a Communication Task with channel as Slack however, we are struggling to understand how to choose the channel for sending the comms. If anyb...
AddError Message is showing twice in the workspace how to resolve this issue??
i want to restrict the particular user or groups to attachment in incident table
I am doing an integration with MS word by clicking on UI action it is opening my template which i have stored in sys_attachment table to MS word online editor on my SharePoint . now i want to auto populate some data like caller and short description ...
Hi , I have configured SLA definition with schedule 8-5 weekdays excluding UK Holidays. I checked schedule, all conditions but unable to find root cause of the issue why SLA defintions are showing wrong in Test environment can anyone guide me in tro...
what is dot walking and how to configure for incident table
This is regarding Problem management table query. When we are raising problem task, we will give the Due date example (14/03/2025) and after the we will create the problem task. Here the story is if we are changing the Due date is (15/03/2025) and th...
Hi All I need to create Client Script to check if logged in user is in group which name starts with 'AB'. If yes then remove two options from Urgency field in Incident form: 1- High and 2 - Medium How can I create the script? Thanks in advance
Hi there, I observed that in PDI I have "Related search results" and its dropdown filter list is available to use. as you can see in below ss. But in dev instance I can't see drop down filter available. Please let me know what the reason could be & h...
Within Advanced Work Assignment, and without defining the "Reassign on timeout" function on an assignment rule, I'd like to manually reassign a work item in a Pending Accept state to a new agent. For instance, if an agent's shift has ended and they s...
How can we put in a feature where we can ensure service desk / resolver teams are not using the suspend field for no genuine reason (no dependency on customer to resolve the issue) and we can track the usage of the same.
1. Need to create/trigger notification when major incident is reassigned.2. Need to create/trigger notification when major incident is downgraded.3. Need to create/trigger notification when major incident is downgraded.NOTE: I have the data for WHO ...
On the incident form of the platform screen, there is a suggestion icon behind the “short description” field，which is used to provide suggestions for entering the short description. Can this button be made visible on the portal screen as well?
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