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
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...
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...
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...
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...
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?
Report on Affected CI table & Change Request
Hello Developers, On a CHG record, We have a related list call Affected CI.I'm creating a report on task_ci table to show the CHG record where these Affected CI are mentioned. I have 1000's of CI for which report needs to be fetched. I don't want to ...
Resolved! Record Producer - Push Variables to Incident if Certain Value is selected
We have a specific offering on the Service Portal for our business applications for reporting incidents. For one of the business applications we would like to collect a few extra fields and have them in the incident when it gets created. I can have t...
Has anyone added a Restoration state to incident?
We have a number of incidents where a 3rd party is required to deliver a replacement part but at times these parts are not available. In these cases we know what the resolution is and are no longer actively working on the incident as we await the pa...
Resolved! Sent/received email not present in activity filter TOKYO
Afternoon!I am trying to add the Sent/Received emails to the activity filter in an incident record. I do not see it as an option when i configure. Has something changed with Tokyo and the process for this being implemented?This is a new instance. An...
How to change order of widgets in Service Operations Workspace
Hi All, I need to place "catalog task assigned to me" widget at first place. How can I do that?This is OOB: Please let me know. I opened UI builder but not able to change the place.
Resolved! How to print the out in JSON format
I want to print the incident numbers per assignment group in JSON format. Eg: {"Group1" : [INC1,INC2,INC3],"Group2" : [INC4,INC5,INC6]}
Resolved! Incident Active field not changing to 'False' after conversion of incidents into requests.
Hello all,I am facing an issue that, I am not able to change the active field from 'true' to 'false'. I am running a fix script to update the active field to false. However it changes back to true. I have already checked if there is any workflow or b...
Resolved! I need Major Incident to be proposed and promoted only from Incidents priority 1 or priority 2
Hello All,I need that the Incident can be Proposed to Major Incident and promote to Major Incident only if the incident is prio 1 or prio 2. Can you please help me how to achieve this? Our developer instance is on release Utah. The plugin Incident Ma...
Resolved! On Change Client Script - Category Based on Service
Hi, I need to create an on-change client script for the incident form to make the category field visible and mandatory when the business service is set to specific values. Does anyone know what the script would be to achieve this? Kind Regards