Resolved! How to configure CI items.
When the Class is selected only CI's of that Class can be selected in the Configuration Item (CI) field.Note: I've created new Class field and it is reference to CI class table
Forum Posts
Retrieve Record Producer and related variables on Incident Agent view
Hello All,I am working on a project where we need to retrieve Record Producers based on selection of Category and Subcategory and related variable details of that retrieved Record Producer to the back end Agent View Incident creation form. Also, is i...
Need to Summarize an incident on closure and summary needs to be copied to work notes automatically
We have a requirement to automatically generate the summary of the incident (generated by the Now Assist ITSM skill-Incident Summarization)on closure (Incident state changes to Closed) and copy the generated Summary to the work notes automatically. A...
Remove the inherited roles from the user
Hi I want to remove a users inherited role. I have already removed the user from all the group and checked the role tab which is showing empty. Can you pls help me on this.
any way to bulk update incidents besides update all/selected.
So my service desk team wants to bulk update child incidents of a parent ticket by using update all/selected but they seem to fail the acls and arent able to adjust those field level acls and ui policies.is there a role I can use override to allow th...
How to subscribe to a Cost Center, Group and Locations
Could anyone please explain the process to subscribe to Cost Center, Group, and Location recordsI see there are notifications for the following events:CI AffectedCost Center AffectedGroup AffectedLocation AffectedAs per my understanding, these notifi...
Generate PDF Report with selected fields directly without creating attachments
I am trying to generate a PDF report from a Incident Form.I tried creating a view and generating a dynamic URL, it is directly downloading into PDF but all the related records(SLA) are also included in the PDF document.I have tried another approach u...
Major Incident On-Call Conference System Property Configuration
I am setting up Major Incident Conference On-Call escalation. Use Case:If I add a group with on-call rota defined; invite/rotate primary members as configured.If I add a group with NO on-call rota defined; invite all group members As per the docs her...
InBound email action Interview question
Hi All, Regarding the inbound email action: Can we call email script in inbound email action (for action type - record action & reply email). if yes is syntax the same?? Thanks!!
Resolved! Email client attribute on incident form
I need to have the Email client attribute to show only for logged in users with a certain role. can someone please help?
Snc_external users are not able to write additional comments and attach docs in attachments section
On portal, for a record producer accessible to all users including snc_external users. After submitting the form, the ticket information is visible for them, but don't have access to add additional comments or attach document in the attachment sectio...
Resolved! ITSM - Major incident process and handling child incidents
Hi Everyone, First time posting on these boards but I am hoping you may be able to help. Our organization is quite large, we have 100,000 staff spread out across a very large geographical location. We have many different teams who manage IT for our o...
Calculate state duration
Hi, I want to calculate total time for which incident is on "In Progress" state how can I do it.I tried it with metric but it is creating seperate record if state changes from to another.
Can anyone tell me the OOTB process of how can we escalate the incident?
I would like to know the process of OOTB behaviour how an incident will be escalated. I cannot able to find a way to escalate an incident. DO we need to set any properties to true or create any trigger rules?
Extract XML from E-Mail und create or update incident
Hello everyone,I'm looking for a way to automate the extraction of content from an XML file received via E-Mail and use it to create update records in the Incident table.Manually, I achieved this by setting up the file as a Data Source, then using a...
