When looking for the Agent chat modules, we have come across a Matching Rule module. Through some research we found that it is installed along with HRSD plugin or can be installed seperately "Resource Matching Engine(not installed OOB)" . So , we wou...
From my personal instance when i try to sent notification, emails are not getting triggered, they are in state-ready state. Could someone please help me in resolving the issue
Hi all, I have a new requirement to create a new function to send a specific attachment in an email generated by a button. There is a way to add a specific attachment to a notification? Example: In an Incident many files are attached (Case1.pdf, Ca...
Hi Team, I want to know the alternative method for using the below java package in business rule. I have used this package to fetch data from an attachment for live chat requirement.
In Business rules
I need to create a report for custom table to have assigned to average handling time Average Handling Time = total handling / volume of tickets Thanks,
Hi Team, In the esc page when we are directly searching on the page i have option called "filters". please find the below screenshot. in the filters section i need to rename from "catalog" to "user catalogs". when am doing inspect i can able to ea...
Hi All, There is a catalog item called "submit feedback" in which if user submits this form it will create an feedback task record in kb_feedback_task table. Once it is submitted i have to map the article number field to the Article field in feedbac...
Hello. I need two compare two versions of a flow which are not the current one. Is there a way to do it? I'm not able to open the record of a flow outside flow designer. If I could do it, it would be easy to select two versions and compare them. Thro...
As a Approver, I want to be able to delegate my Access Request approvals, so I know that someone will act on them during my absence. Note:- we can do this by using the out-of-the box by adding user to the delegate column in Sys_user table. Is the...
Hello, Where and how are form views and sections stored?Are there good documents about them?Docs page "Using the form designer" and "Configuring the form layout" don't mention them.The above pages use incident form as a sample and I posted this quest...
HI service now team, I am trying to Update date /time fields value on a closed incident through background script , but iam unable to update them through the background script i have written . but iam unable to acheive any results ...
I understand we can report using requested item table for the items being ordered or by using category. What could be other use cases where resolver team could potentially benefit if they start to use Category and Sub category fields in Task table?
Hi Team, I am planning to develop Automated test framework(ATF) in my project. In my project we have 100 service catalog items build. To test 100 catalog items do I need build 100 tests for each catalog item in the ATF? or or is it possible to tes...
Does data stream pagination in flow designer requires the integration hub with enterprise pack to retrive all the records in pages from third party? Or standard integrationHub pack will enough to implement the pagination? Thanks in advance