I have an ask to update 300+ records. While this is doable, the ask includes adding notes to the update, which is always a little trickier. I'm not sure how to dotwalk or access the attached activity list to update it. var gr = new GlideRecord('incid...
When there is a ticket that is already in the queue and its for an internal person but you add an outside email address, the replies from the outside address appear to be ignored even if there is a MSG ID in the ticket. I understand that new tickets ...
Hi community, I'm currently testing out Service Operations Workspace in preparation for an integration with Zoom Contact Center that I will be rolling out. I've gone through the initial configuration of the workspace but noticed that there was no re...
Hi All,I want to auto assign an Incident to a group based on few words in the description field. Please let me know how I can do that. Few words such as bot, UI path, rpa , etc etc. I am trying with one word as of now, but it is not working. Please g...
Hello SNOW Community, Is it possible to add multiple managers to an Assignment Group either by:1. Creating an additional field in the Assignment Group record2. Creating roles that will enable specific users who inherit them to manage the group3. Usin...
If a user is not part of a particular group they should be restricted from selecting Impact and Urgency options that would calculate a high priority creating a P1 or P2 Incident. How can this be achieved?
We have custom alert correlation which will group alerts when alert has same node.Here I have come up with one scenario, I have alert received from one of the node and for same alert it's created incident ,after 10 min again we have received another ...
Hello AllI had added incident task to incident form make short description, description and priority auto populated . I am getting some issues1) If I change priority in incident form it's auto populating in incident task form but not reflecting on i...
Hi guys! Is it possible to exclude Weekends and Holidays in calculation of SLA Breach for incident tickets? Currently our tickets are getting breach SLA even though it's Weekends/Holidays. We want our timer to stop running if the date is Weekend or H...
Hi Everyone, Group: Incident User Group If User is not part of any incident (for example user don't have any incident in his bucket) should be removed from above group (Incident User Group). Thanks,Srinath Kolipakula
Hi can anyone please help me how to and what to proceed for below requirment :i want to restrict adding of NPCTASKS to change record when change is approved by cab, only change manager group members can able to add npctasks to chnage record. i.e No o...
Hello everyone, Is there any way to close the RITM requests without sending any notification. There is a requirement that we will receive a bulk of RITM's and those RITM in whichever state they are,(workflow might have many notifications) If we get t...
Hi,On a trend or bar chart, is there a way to show a zero value? If you wanting to show improvement or a problem, being able to see this is quite useful.Thank you,Dan
I would like to get a report of all the open incidents everyday for 11:59pm. The query that I'm using on the incident table is below. I just don't know or can't figure out how to get that at 11:59pm instead of manually running it at 11:59 pm which is...
Hi all, I need to enable the Discuss button in my incident form . Current the version I'm using is Utah. Please, suggest me to get the Discuss button on my incident form. Thanks in advance.