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values vs labels

Hi, to differentiate our incidents, the itil users have to select a location (country) and a category (like hardware, software, ...), dependent of the location. So I created choice list items. I gave them a user-friendly label and a unique value. for...

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  • 1396 Views
  • 4 replies
  • 0 helpfuls

Variables - Write and Create role...

Hi,When ordering services, we want to pass some variables that are not to be filled by the requestor (i.e. the orderguide name or the requested_for, they are filled via the default value script on the variable). These values are available on the form...

rburgering by • Kilo Contributor
  • 1398 Views
  • 3 replies
  • 0 helpfuls

Unassigned Incidents

How are others processing the Unassigned tickets generated via email and Self Service? I want to ensure they don't stay Unassigned for too long, but because of our setup it is difficult to find an effective way of managing them. I'm thinking of auto-...

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  • 2199 Views
  • 4 replies
  • 0 helpfuls

Incident States

What is the best practice regarding the use of this field. I know about Registered, Assigned, Accepted, Resolved and Closed. What about Awaiting User Info, Rejected, In Progress, and Active? How are these best used? Are they necessary? What function ...

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  • 1232 Views
  • 3 replies
  • 0 helpfuls

How to update Number Field?

I have created a number field in an existing CI extension table. I went through and added a new category in the number maintenance module and I can get the numbering to work when I want to create a new CI in that table. The problem is that I have sev...

bhamm by • Kilo Explorer
  • 1261 Views
  • 1 replies
  • 0 helpfuls