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ITSM - Incident Management

Hi All,I need to implement a feature where clicking on a custom UI Action in an incident record will trigger a dialog box/pop up. This pop up should include the "Parent Incident" field, allowing the user to select a Incident. How can this be achieved...

Delapan by Tera Contributor
  • 250 Views
  • 1 replies
  • 0 helpfuls

Resolved! Incident Management

Is it possible to add an additional tab in the incident itself like there is a tab for work notes, the ask is, when an incident is raised and till the time it is assigned to the relevant assignment group it has already hopped multiple queues and ther...

Ravi by Giga Expert
  • 523 Views
  • 3 replies
  • 1 helpfuls

SLA

Is it feasible to create a shareable SLAFor example, we have two SLAs, catalog task 1 and catalog task 2, both have a 24x5 schedule and a 10 Day duration. Could we design a process to that we have one SLA names '24x5 10 Day' and use that single SLA o...

Pavan rishi by Tera Contributor
  • 300 Views
  • 3 replies
  • 0 helpfuls

SLA report on incident

Hi all, i have to show a report to the clients.I'm not sure how the condition will work hereSLA Compliance: Show the percentage of incidents resolved within SLA targets versus those that are overdue.SLA Breach Trends: Identify trends in SLA breaches ...

Resolved! Adding Resolution Note in Portal

I have a requirement to add the Resolution Note in the ESC portal, in Activity Stream, there is a widget name-"Ticket Conversation"Added the Screenshot, to exactly where I needed it.Can anyone help me with the requirements, as I am new to this.

UI action on Demand Task with Demand fields

Hello Developers, I want to create a UI action on demand task table called 'create change'.When this UI action is clicked, then a dialog window will pop-up of Change Request form .This change should automatically fetch 90% of the details.var encodedQ...

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Naveen87 by Tera Guru
  • 388 Views
  • 2 replies
  • 0 helpfuls

Resolved! Fields Mandatory

Hello Developers, I wanted to make few fields mandatory while closing the stask.I used below script & it is working fine.But I also want to add few things like, If user is in a different view where these fields are not visible on form then these shou...

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Naveen87 by Tera Guru
  • 650 Views
  • 14 replies
  • 0 helpfuls

Insert Hyperlinks in Comments section

Hello,When a user enters hyperlink content in the comment section of Incident, I need to process it in the backend to convert it into an active hyperlink and update the comment section as a Heperlink. This way, the user can click the link, and clicki...

bondita1 by Tera Contributor
  • 533 Views
  • 1 replies
  • 0 helpfuls

Generate change task from change model

Hi All,when requester submit change request from change model interceptor, then change tasks needs to be generate for newly submitted change request, which are defined in change model related list.The requirement is to create related list called 'cha...

Community Alums by Community Alums  
  • 231 Views
  • 1 replies
  • 0 helpfuls

Wanted to Know about Modern Workplace

Hello everyone,I need to work with the Modern Workplace and am currently searching for product documentation or videos to better understand it, but I haven’t had any luck finding relevant resources. Could someone please help clarify what the Modern W...

Atik by Tera Contributor
  • 408 Views
  • 2 replies
  • 3 helpfuls