I'm sure there's a way to do this, but can't figure it out...so here I am posting...I'd like to have certain categories and subcategories on the incident form visible to specific users for routing purposes. Is there a way to set categories/subcategor...
Hi there,Can anyone tell me what the incident fact table is used for?Thanks in advance, Ruth
Our shop has a need to create a change template (for loading multiple change tickets with set configuration items). I read the wiki site and found the instructions on "Create Change Request Tasks with a Template"From the Wiki Site @SNCreate the neces...
How do I hide a checkbox item in a catalog task? I'm using: g_form.setVisible('variable', false);It works fine if the variable type is a "Yes/No", but not if the Variable type is a checkbox which looks much cleaner on the form.
Hi I need to limit the list of Affects CIs that are available for 'linking' to the Change Request. Currently, all CIs seem to be listed. What I need to do is limit the list of CI's to those of class = Business Services, and then further limit those b...
Hi all,Our customer would like to implement 2 types of non-standard Service Requests. They are generic and have generic fields.A couple of suggestions I have had already is to create a new table that extends Task ... or even create a new table that e...
Hello User Community,I have hit a crossroads and need some assistance. I am in the process of creating a survey that will be sent out after every incident is closed but I have run into a problem. The link that the users have to use to get to the surv...
I have created new CI sub-classes. Some of the new classes have "labels" where the singular and plural name are the same, e.g. Test Equipment or Tower Equipment. Simalar challenges occure when plurals have "irregular" ending like Shelf->Shelves and F...
Hi I'm trying to get a value from a field the sc_cat_item table.For instance automatically selecting Approval Scheme that is dependant on a Catalog variable. How can i reach this from witrhin Catalog Client script?I cannot find any documentation on t...
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...
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...
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-...
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 ...
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...
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