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Alert grouping creating a duplicate incidents

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 ...

Arjun Arjun by Tera Contributor
  • 563 Views
  • 2 replies
  • 0 helpfuls

Incident Task

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...

Configure assignment rules

Create a template so that Incidents created from Service Catalog or a Portal using the record producer "Report Performance Problem" should be assigned to the "Service Desk" group.

Jayanthi3 by Tera Contributor
  • 384 Views
  • 1 replies
  • 0 helpfuls

SLA Elapsed Business Time is Wrong

Steps to Raise a incident: Create Incident with p1 and state in progress. then put on hold awaiting caller and save. then, while on hold, change to p2 and save.result(issue):the p1 and p2 SLAs appear to be working correcting in that the P1 was cancel...

Baker1 by Tera Guru
  • 500 Views
  • 3 replies
  • 0 helpfuls

Resolved! Close RITM Tickets without sending notification

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...

deepika46 by Tera Contributor
  • 1737 Views
  • 14 replies
  • 5 helpfuls