I am looking for function that returns rota sys_id for the group that is active . i did look in cmn_rota table but it has multiple shift for the group . Also i am using .whoIsOnCall(grpsysid) to get list of user on call for particular group . it retu...
If we change the Assignment group in the Parent incident, it is automatically changed in the child incident and the changes are updating in the activity log of child incident. Is that expected behaviour?
when client selected state as rejected then assignment group will get set as service desk and correlation id should get blank. i wrote code through transform map script on before but correlation id is not getting blank through transform map script....
Hi all, This one probably is a noob question, however I can't find any answer to this.So, here is the issue:- I am building a Service Bridge integration with a producer to log incidents and I have most of the fields mapped, however, the category fiel...
Hi All , My requirement is if affected ci was selected then in the related list the selected affected ci will display in that there was one field called swapped ci. This swapped ci is a reference field. my requirement is if members click on the swap...
Hi All , in 1 reference qualifier i was changing the reference qualifier type from simple to advanced. but it was auto chaiging back to simple from advanced. may i know what was the reason? screenshot below. Note: in default view the use reference ...
I’m reaching out regarding an issue we’re encountering with our email client template in a domain separation environment. Specifically, we’re having trouble with the display name format.We use the format display name in our email client template, but...
Hi All, Incident Re-assignment count showing incorrect.When Incident opened and assigned to initial group (assignment group), the reassignment count showing 2.later if we update the assignment group for the first time (Group A --> Group B) the reassi...
We have a Scheduled Job that runs that will look for Incidents that are unassigned and will use the On-Call to assign those, but now we have a Group who does not want that to happen, so I am trying to exclude that group and not having much luck with ...
Here My requirement is based on variable values it should trigger a event and send the recipient Written Business rule on RITM and sending parm1 and parm2This is here its hard code , can anyone please help me with this without hard code how we can a...
how can i update the history date/time stamps when sending an email from the toggle bar for an incidentwhen you send an email from the incident toggle bar, it does not update the incident last updated historythe activity is updated with the details o...
how to create checkbox on incident table and that checkbox is visible to service desk users and after selecting checkbox ....... that checkbox is read only to everyone
Hi All, Please help me solve the above error. I find this knowledge article ERROR: "Access to api 'put(sn_customerservice_case.number)' from scope 'x_custom_scope' has been refused due to the api's cross-scope access policy" - Support and Troubleshoo...
How to achive auto assignment/AWA of incident , When agent is on leave to handle it.
