Business elapsed percentage in SLA
Hello Community, Please help me to understand how does the business elapsed percentage works in incident SLA?? for both response and resolution SLA. Thanks,Sajal
Forum Posts
Relationship between interact and incident table
Hi all, I have created a relationship between interact and incident table. I was able to utilize the OOTB function for the interact table, However, the records are not reflecting in the incident table and is showing all records in the interact table....
Need solution for autonumbering in incident records
Each time when i open new incident form, a new incident number is generated.If i don't submit and reopen it, another number will be generated.If would like to prevent this behavior by implementing a custom business rule. Need sample code for this req...
GlideSchedule gives incorrect values
My requirement is to add 6 working days(excluding Saturday and Sunday) to a given date . I have created "24*5" schedule and the below script for achieving this but the output gives me incorrect date as weekend as shown below. var days=6;var startDate...
create a agent only visible worknotes field for closure notes?
For my ITSM incident application I would like to create a worknotes type field where is it is only visible to agents but make it for closure notes. is that possible?
Resolved! problem doesn't set inactive when state is closed
When I change a problem ticket from status Resolved to status Closed, the problem ticket is not switched to Inactive. Does anyone know how I can change this?
Contextual Search results using business service and m2m_kb_ci
Hi all,Looking for help. We have knowledge articles that we have associated to products (Configuration Items) via m2m_kb_ci. When an incident is being created we would like the contextual search results to display matches based on short description...
Client Script are not working as Experted in service operation workspace.
Hi All,I am working on a requirement where i need to write a script that if service area does not match the Support Organization of the group then the incident should through an alert and form should not be submitted in default view and service opera...
Does anyone else find Service Operations Workspace slow?
Hi All We have recently moved to Utah switching on the new UI and also moving to the new Chat tool. Our main Service Desk is outsourced supporting over 45,000 customers around the world and in all of their 5 locations they complain that compared to c...
Filter criteria only works for itil user
On our service portal we have a quick link to show 'My Group's Incidents' which allows users to see incidents opened by users that are members of the same group they are. This filter criteria is working for itil users but not for ecc users, can anyo...
selecting the most appropriate CI
As a new incident logger or someone modifying an incident record, I would like them to have the ability when they enter/change the Config Item to have the system suggest similar or recommended CIs. It is important for the service desk to have the abi...
Call Screen: Related config items for user
As a Service Desk Tech from the call screen we would like to see all the related CI records for the user. This would be helpful for both Incident and Service Request because it allows the tech to see what is already assigned to the user.
Configuration Item Aliases
As a new incident logger or someone modifying an incident record, I would like them to have the ability when they enter/change the Config Item to have the system suggest similar or recommended CIs. It is important for the service desk to have the abi...
When incident state get changes to on Hold and on Hold reason is awaiting change
When incident state get changes to on Hold and on Hold reason is awaiting change then system should create change ticket automatically
