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Incident Management forum
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Forum Posts

Major Incident Subscription

Hi - We are going to introduce the Major incident module to our system. To subscribe to a Major Incident Communications, a user must make a request via a catalogue item, according to the major incident module (This is the OOB module and catalogue ite...

Watch list comments to move INC state

Hello communityfew months ago we allowed watch list users to comment a ticket from portal recap pageClient is happy and that thing delivered unbelievable value for around 500 users. NEW Requirement:Client want that if watch list user add a comment fr...

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Major incident

IT Support user i want the incident task to be used during a major incident so that i can track individual group work on a single major incident. Example : This is true when if the major incident state field is set to accepted on the incident record ...

Ram012 by Tera Contributor
  • 666 Views
  • 1 replies
  • 0 helpfuls

Incident

Incident Close code : Can these be unique per service/service offering or will they be unique per task.For example : All incidents have the same available Closed code? What values will be included in the category and subcategory on the main form?This...

Ram012 by Tera Contributor
  • 603 Views
  • 2 replies
  • 0 helpfuls

Resolved! Workflow configuration

Hi, Request type is 'add' have to create 2 sctasks and Request type is 'remove' have to create 1 sctask and Request type is 'modify' no sctasks have to create. The problem here is when i select Request type is modify it also create sctask. How to con...

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Shaik22 by Tera Expert
  • 750 Views
  • 3 replies
  • 0 helpfuls

ATF- unable to retrive custome ui component

Not able to retrieve custom UI component using set component value(custom UI) step in ATF .Is there any solution for this or Any work around.they are showing list record in popup using GlideModal."var w = new GlideModal('show_list');"    "  w.setTitl...

surajgavle4 by Tera Contributor
  • 524 Views
  • 1 replies
  • 0 helpfuls

Unable to create Notification

I am trying to create a notification and getting this error:onSubmit script error: TypeError: Cannot read properties of undefined (reading 'options'):function() {      var hinput = $(ref);      var cfilter = getFilter(ref);      hinput.value = unesca...

samadam by Mega Sage
  • 551 Views
  • 2 replies
  • 0 helpfuls

ITIL

Create two group called ITIL_dev and ITIL_manager whenever there is update in the ITIL_dev group manager field that particular usershould be added to the ITIL_manager group ? Any idea how to build this example scenaior help me.

Ram012 by Tera Contributor
  • 552 Views
  • 1 replies
  • 1 helpfuls

Doubling up on "Work Notes" field

Hi All,I have a minor issue where the "Work Notes" field will show up twice for existing tickets, but only the top one (above the "Screenshot" field) shows up for new tickets.I've looked through the Form Design and Form Layout settings, and I don't e...

Gary Snyder1 by Tera Contributor
  • 1045 Views
  • 2 replies
  • 0 helpfuls

Resolved! Additional Comments/Work Notes Issue after Clone

After cloning prod down to any sub-instance I've noticed that all of our Additional comments and Work notes (all activities) are showing as being submitted by the Requestor even though some of those comments/notes were submitted by the Assigned to. T...

TStark by Kilo Sage
  • 1011 Views
  • 1 replies
  • 2 helpfuls