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?
Forum Posts
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
Resolved! How to capture the SLA breach date for running on incident form
Hi, I am working on the Incident management where I have to capture the value of breach time(planned end date) field value,I am trying with the below code with INC sys_id in background script it is giving the expected result but when using the same c...
Incidnet
We have one closed incident, for that incident there is a field "Duration days". It is showing 159 days, how it will calculate the days. Please help on this.
Resolved! How to reflect when a P2 is in jeopardy of becoming a P1?
Looking for advisement and suggestions on how to reflect a time or scenario for Incidents that would be in jeopardy of going from a P2 to a P1, to anticipate the engagement of IMODs. Any feedback on how to do this in the Incident module would be grea...
Post incident review of P0/P1 incidents
As an ITIL user with the role of MIL I would like a way to ensure that the Post Incident Review of the record has been completed. The benefit of this would be the ability to have an electronic record that the PIR was completed. This would satisfy a...
Communicate outage to end users.
With the role of MIC or MIL I need to be able to communicate high priority incidents to end users. The benefit is to deflect calls to the service desk and to inform the general user population.
Populate a field value from client script if field is not visible
I am trying to set a field value which is not displayed on the form. I have a ui policy that makes it not visible. When I try to se the value it doesn't work. Getting error match not found reset to original. how can i get it working?
