Could anyone please explain the process to subscribe to Cost Center, Group, and Location recordsI see there are notifications for the following events:CI AffectedCost Center AffectedGroup AffectedLocation AffectedAs per my understanding, these notifi...
I am trying to generate a PDF report from a Incident Form.I tried creating a view and generating a dynamic URL, it is directly downloading into PDF but all the related records(SLA) are also included in the PDF document.I have tried another approach u...
I am setting up Major Incident Conference On-Call escalation. Use Case:If I add a group with on-call rota defined; invite/rotate primary members as configured.If I add a group with NO on-call rota defined; invite all group members As per the docs her...
Hi All, Regarding the inbound email action: Can we call email script in inbound email action (for action type - record action & reply email). if yes is syntax the same?? Thanks!!
I need to have the Email client attribute to show only for logged in users with a certain role. can someone please help?
On portal, for a record producer accessible to all users including snc_external users. After submitting the form, the ticket information is visible for them, but don't have access to add additional comments or attach document in the attachment sectio...
Hi Everyone, First time posting on these boards but I am hoping you may be able to help. Our organization is quite large, we have 100,000 staff spread out across a very large geographical location. We have many different teams who manage IT for our o...
Hi, I want to calculate total time for which incident is on "In Progress" state how can I do it.I tried it with metric but it is creating seperate record if state changes from to another.
I would like to know the process of OOTB behaviour how an incident will be escalated. I cannot able to find a way to escalate an incident. DO we need to set any properties to true or create any trigger rules?
Hello everyone,I'm looking for a way to automate the extraction of content from an XML file received via E-Mail and use it to create update records in the Incident table.Manually, I achieved this by setting up the file as a Data Source, then using a...
Hello EveryoneNeed your suggestion, when incident moved to high priority its creating the service outage metrics but time/duration bot being updated. please have look at below screen shot.@Ankur Bawiskar
I'm traying to create the business rule for notification requirement is we have activity record and which will be assigned to CBT member (CBT is as group) and as soon as some one update the comment on record should not receive the notification one th...
How would I only allow our domain to create records? There was an incident where a vendor's email was hacked and emailed our instance which generated a ticket with a suspicious attachment.
Hi Community!!Hope you all good!Recently I had an interview. Interviewer asked me a strange question.Question:User was able to create P1 and P2 incidents before. And in a sudden, User wasn't able to create only P1 and P2 incidents to the particular g...
Hi All, How to remove the "Canceled" State Choice from the list view in the incident table: This choice has already been removed from the Selected slushbucket and doesn't appear on the form but still appears in the list view... This Choice is inact...
