The user wants to add incidents to the 'Incidents Fixed by Change' tab in the Change Request section. However, they're facing an issue: they can only add incidents with states 'New', 'In Progress', and 'Resolved'. They're unable to add incidents with...
Hi everyone, I created a business rule to update certain incoming tickets status to P2, but it doesn't work.Appreciate any help on this. This is the code I use in the business rule: (function executeRule(current, previous /*null when async*/) { //...
Hello All,Can anyone help me in this ?Email notification has been sent.on what basis now I can see if user responded or not to send breach email? how can I do it ?1a. Create Pending Appointment option in State field. 1b. When incident ticket assignee...
How to make a incident report for specific OLA?Can we dotwalk the specific OLA?
The lookup for incidents, problems, and changes is not appearing. When selecting these options, they do not open, and the dropdown for these fields is not showing up either.I have tried releasing the instance and tried with new instance. Still this i...
By default <it seems> when submitting a Catalog Item request that is part of an Order Guide --> The resulting RITM record is populated with the Order Guide field appropriately (with the name of the order guide used for the submission). However, when ...
Hello,how i can displays more Informations from a specific incident in the esc for the employee. In our Configuration he get only displayed the short_description and nothing else. Best regardsJustin
Hi all, I have some question about SLA and the best practice. 1- SLA on Incident or on Case ?Some incidents are created from case.For these incidents, the SLA must start from the case creation date. What is the best solution:- Update the incident cre...
Hi Team, On incident form,there is a service offering fields , Then I see that the Service Offering choices are filtered to match the location or any of its parent locations and that the choice (typeahead / auto complete) lookup includes the followin...
Hi team. whenever we submit a catalog item, before submitting a 'request confirmation' the requested for is comming as the current logged in user. If we want to autopopulate it based on some catalog item , can it be done or will that will be a glob...
I'm working on enabling Incident communication plans and created Incident communication tasks. Tasks are created however when I click on compose I get below error on SMS tab. We have Notify enabled and I made sure the property is also set "com.snc.ia...
required to create one report on the Change request table with following below calculation, is it possible ? Number of emergency changes in the month divided by the total number of changes in the month multiplied by 100. Please suggest.
Hello all, I want to make the 'Attached Knowledge' and 'Incident Task' related lists available on the incident form when I create a new incident record. These related lists become visible only after I add a knowledge article or create a new incident ...
Hi,I need to update incident field when incident resolves check the SLA business percentage , if less than 100% update the field with yes else no.Tried creating a before update business rule on incident table but not working(function executeRule(cur...