Resolved! Restricted Incidents (read-only) role
Hello I would need to have a role at our company so that users can only access the Incident Management module, but only with read permissions. Can someone help me here ?
Forum Posts
Incident MTTR with Knowledge Attached
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 ...
Customize Major Incident Workbench Collaborate filters
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...
Resolved! Selecting UI Action button - place the location in the location field
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...
Best Practice for Knowledge Feedback Tasks in Incidents. Feeback tasks close when ticket auto closes
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...
Need help in developing requirement
Got requirement regarding display problem ticket number on incident if both incident and problem have same description.
issue with on submit script
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...
Tab index order
How can I modify the tab index order in an incident form without altering the form layout.
Which script has updated a record?
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...
I want show case current month name(JAN,FEB,,,ETC.,) in email body and sub as well
Hi, I want show case current month name (JAN,FEB,,,ETC.,) in email body and sub as well. Regards,Sanju.
Create a report with average time and exclude some state
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.
Resolved! Timestamp from sys_audit table
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...
Resolved! When loading a form for the first time, how to make sure the current logged in user is showing ?
When loading a form for the first time, how to make sure the current logged in user is showing ?
Auto populate Assignment group based on CI related item service support group
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...
Can we set default Filter for a List field When We click on the Add/remove Multiple Icon
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...
