Greetings! How can I pull in the average duration of incidents that have knowledge articles attached? I want to create a comparison between the mean time to resolve (MTTR) of incidents with knowledge articles vs incidents without knowledge articles ...
Hi everyone,Wondering if anyone knows if it's possible to customize the filters of the major incident workbench under the collaborate tab:Add collaborative communication task - Can a user adjust the filter and can we show more than the user name on t...
Hi Team,I have created a UI action with 'cmn-location' table. when selecting the any location from the list, it was shows as the details of the location, but i need populate selected location into the 'location' field. i tried this script. function g...
After an incident is resolved, there are several tasks related to incident management and knowledge feedback that remain open. If these tasks are not completed within 7 days, they are automatically closed as incomplete. However, the knowledge teams s...
Got requirement regarding display problem ticket number on incident if both incident and problem have same description.
below code is working UAT but not in PROD. anything is wrong function onSubmit() { var hiredate = g_form.getValue('hire_date'); var rehiredate = g_form.getValue('rehire_date'); var augdate = '2024-01-01'; if (hiredate > augdate || rehired...
How can I modify the tab index order in an incident form without altering the form layout.
Hi,I have an incident task closed by user System so i think that there is a BR, a flow, ... that update it but I don't know what and which: there is a way to check what has updated a record? If not, could it be something OOTB that perform this update...
Hi, I want show case current month name (JAN,FEB,,,ETC.,) in email body and sub as well. Regards,Sanju.
Need to create a report:Description - Average time between an incident has been assigned to multiple groups till resolved excluding statuses awaiting user info, pending vendor. Only incidents resolved this month should be considered.
Hi Ninja's, We have a custom date/time field on INC table named as Last Customer Update - readonly, for reporting purpose. Requirement:If the Caller has an email address, this custom field should display last 'Additional Comments' timestamp.If the em...
When loading a form for the first time, how to make sure the current logged in user is showing ?
Hi All, I have a requirement to populate the assignment group based on CI related item Service support group .see below screen shorts. 1. In the Incident form open the Configuration item 2. Open services related items under that CI3. See the service...
We have created a reference qualifier created for a list field [Groups] to display groups related to the referred by user [basically that group the referred by is member of]. Bust somehow the reference Qualifier is working only when we click on the m...
Hi All,We are working on a requirement where we have to give access to ITIL users to edit only specific fields of incident from list view.Currently there is an ACL where only admins have access to edit fields of incident from list view and restrictin...
