I wanted to map the data from email body to incident form , i have written an inbound action script to map the assignment group and configuration item . but i don't see any value in the newly created record . although the values i am providing via em...
Hello All, We configured an email notification on Incident table. When the state changes to Critical an email notification will be triggered. But we are getting the email twice, please explain how to fix this?Not created any event also. @Ankur Bawisk...
Hello Experts, I have a json file. Is there any script i can use in powershell to get the count of the records from it Consider an example below:{"records": [{"sys_id": "000018ffsada","sys_created_on": "02-25-2020 07:53:56","name": "sc_req_item","ele...
I have recently stumbled upon the Outlook Actionable Messages and worked through the instructions on how to set this up for our Satisfaction Survey. What I have been unable to work out is how to get some branding in the message? I can see the image a...
Hi Where we have a Parent and the child tickets, the Parent is resolved so it changes the status of the child tickets, after 5 working days the child tickets move to a Closed state, but for some reason the Parent Ticket is staying in a Resolved state...
I'm using calculate from dictionary in one field that I have created in incident form where it will take value from incident metric table, but it's showing empty in list view even if there is value in form.this is code I'm using in calculate script(f...
When an Agent updates or changes the System(Choice field) field in the agents input the Short description fields need to be updated accordingly. We need replace system field value with one of the word in the Short description field value.
Hello,I want the requester to input a description of the incident, but there is an ACL restriction that only allows fulfillers to use it. Input only, no editing. Is it okay to remove this restriction? Would taking this action result in a violation o...
Hello, our Incident Management team is being asked to track recovery decisions made during the resolution of a Major Incident.One proposal was to use automated Incident tasks to track if that step of the recovery worked or not via a change in state. ...
hi can anyone help me with the code for scenario for 'When selecting Cancel in an Incident, please add a pop up window that asks, "Are you sure you want to cancel this incident?" Give a yes or no option. If yes, proceed with the cancel. If no, then f...
Hello,We are running into an issue with a business rule is running but not stopping processing of a ui action. When using the create a problem ui action the problem record is created and linked to the incident, however due to the br running which r...
1. what happens if customer(on customer instance) add custom state ?currently I see it adds the value to the state field on Provider but does not create choice(which we do not want). so is there a way to prevent any new updates to state field if the ...
I'm looking for any examples or best practices for a workflow on the incident records. Like with the change and problem records there is a best practice workflow which prevents users changing the record status, or changing it to the correct status. D...
Hi All, I have a requirement to send a outbound PATCH request to a 3rd part when ant of the field is changed in Incident form.When I change the worknotes, the PATCH request includes both the latest worknote and latest additional comment in the Payloa...
Hi, I wanted to update incident record through the correlation id not by using sys_id field.In my project it is mandatory to use table api only and the problem is that the client application cannot get sys_id in response after their incident has been...