Each time when i open new incident form, a new incident number is generated.If i don't submit and reopen it, another number will be generated.If would like to prevent this behavior by implementing a custom business rule. Need sample code for this req...
My requirement is to add 6 working days(excluding Saturday and Sunday) to a given date . I have created "24*5" schedule and the below script for achieving this but the output gives me incorrect date as weekend as shown below. var days=6;var startDate...
For my ITSM incident application I would like to create a worknotes type field where is it is only visible to agents but make it for closure notes. is that possible?
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?
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...
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...
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...
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...
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.
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 then system should create change ticket automatically
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...
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.
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...
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...
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