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...
Hi there, we have a ui action with following script: function par_req() { var gm = new GlideModal("glide_prompt", true, 1600); gm.setTitle("Create Product Allocation Requests"); gm.setPreference("title", "Number of Allocations Required (M...
Hi Team,I was working with our Classification model for a particular domain and did a batch test (as we recently updated the filters for the model after the Vancouver upgrade) but I see a very high number of predictions which say "Unable to Predict" ...
Trying to measure incident handle time by agent. We use Agent Workspace. In theory, when agent brings up an incident, clock automatically starts. If they navigate to another incident, clock automatically stops for the first incident and automatica...
urjent; i have written a before business rule when any new group is created and generate sc task and assign it to monitoring team, what im facing is that the sc task is getting created and in the below sc tasks im seeing many other sc tasks in the r...
Please help me with this script(I've created a custom incident form)function onLoad() { //Type appropriate comment here, and begin script below var incidentState = g_form.getValue('state'); var editableFields = g_form.getEditbleFields(); ...
Can you please share how MTTR is calculated in Process Optimization
Good morning, I recently was asked about the possibility of updating work notes on an INC that was created by an incoming email. The ask was if it was possible to allow all incoming emails to be added to the work notes on an INC that was initially ...