Hi all! At my current employer we run into the issue that Service desk agents have discovered (advanced work assignment) if they leave their chats open after they finish helping the end user, through which they can avoid assignment of new chats. This...
sending an email from the toggle bar for an incident record is not updating date/time stamp for the recordis there a way for this to happen?Thanks for your assistance in advance
could pls let me know what is wrong in below client script, how this can be updated further form is not submitting after validation is set to true ... in the below script i have also used a hidden checkbox variable if condition satisfied i am settin...
Hi All,We have integrated the two system (Ebonding), there once the rest message is triggering in http outbound request it shows all the Request Body and Response body,It is showing all the things in Response Body but not showing anything in Request ...
I want to create an incident report for the 'Short Description' field that categorizes incidents with similar descriptions.
Hello all,I work for an extremely large organization and sometimes I get tickets that should go to a specific person, but I have no idea which Assignment Groups they belong to. Is there an easy way to do a dynamic lookup based on Assigned to vs. Assi...
Hi Team, When the state is Awaiting change, "Reason" field is visible on Incident Form but not on the workspace. Any reason why it is not functioning in workspace? Form View: Workspace View: Thanks.
Hi There,In the Major Incident Workbench view, under the Communication tab, we have different communication plans, each with a "Close Task" option. We need to know where this "Close Task" functionality is defined so we can modify it to automatically ...
Hi, I was learning about UI macros and my requirement is to add Assign me icon in front of caller field so that whenever user clicks on that icon, he can assign himself as caller. I have created following UI macro and added it to the dictionary level...
I have a group called 'IT_Quality' team. My requirement is that I need to trigger the survey to to the members of this group every time that incident is resolved.I have checked the trigger condition form, there I am unable to add this particular grou...
Hi everyone,We had a requirement to change the additional comments on the portal into HTML field. I have read a lot of different sources that you need to work with TinyMCE, but for me it took a while to understand how I can actually use it in a widge...
Hi all, I need to make a new incident record with a newly created user for a demo-purpose, but at the moment failed to select a particular user. The users I created for this purpose does not show on the Incident record. This might be a very straightf...
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?
