Hello all, Please help me with your approach to below situaion,support team has reported that incidents are frequently being misrouted, causing delays in resolution and impacting customer satisfaction, i was assigned to enhance the incident categori...
Is it possible to include a field from the audit history of a request onto the Activities Stream (Notes tab)? For example: I would like to include on the Notes tab any changes to the Priority.Thanks!
we have an email script, and we are using that email script in notification bodythis email script is to redirect to the incident record. when users click on this link this should redirect to the incident record.this is working good for normal users, ...
Our IT team has experienced several incidents where multiple changes collided, causing service disruptions, i need to implement a solution to prevent change collisions and ensure smooth deployments. What strategies would you implement to manage chang...
I'd like to add an xMatters communication channel to the Major Incident Workbench. I've found I can add a record to the comm_channel_config table running the following as a background script which adds it to the dialog screen in the workbench: var gr...
When user scan the QR code(Consider this QR code having the information of request details),How can we make It takes them to raise a ticket on the snow support app.If they don’t have the app installed on their mobile phone, it should prompt them to ...
Hey Folks, I have requirement of making the watch list widget on portal to read-only on certain condition, I am not getting any relevant articles or resource. how to make it done.?
Create 2 date field(start date & end date). Start date should be always less than the end-date. Alert if the user violates it and prevent the user from saving the record. -Use your own table(Custom Table). Any idea above scenaior to create Custom tab...
Hi - We are going to introduce the Major incident module to our system. To subscribe to a Major Incident Communications, a user must make a request via a catalogue item, according to the major incident module (This is the OOB module and catalogue ite...
Hello communityfew months ago we allowed watch list users to comment a ticket from portal recap pageClient is happy and that thing delivered unbelievable value for around 500 users. NEW Requirement:Client want that if watch list user add a comment fr...
IT Support user i want the incident task to be used during a major incident so that i can track individual group work on a single major incident. Example : This is true when if the major incident state field is set to accepted on the incident record ...
We have domain-separated environment and created an inbound action specific to a every domain within the global domain. However, when an email is received at that domain's email address, the system generates an incident, but the "target" field is bla...
Incident Close code : Can these be unique per service/service offering or will they be unique per task.For example : All incidents have the same available Closed code? What values will be included in the category and subcategory on the main form?This...
Hi, We have a after BR which creates an Incident when a record is inserted in Flow Context table with certain conditions.But we are experiencing the Inconsistency in the number of records in Flow context table and the respective number of getting cre...
So I am working in a Dev environment and have been able to create, narrow down my fields, and train my classification model to auto assign groups to incoming tickets. However, when I got to test it, the model doesnt seem to be working or at least the...
