We have a new third party Service Desk partner and would like to implement a way to flag incidents that we feel aren't meeting our incident handling standards. Things like 'missing detailed work notes'; 'escalated to wrong assignment group'; 'didn't...
Please share some questions
I'm creating few Email Client Template and I need to add a layout to them which was created previously. How Can add it? Thank you
I am new to Flow Designer and I have been having issues how to dynamically change the catalog task assignment group based on a variable choice. In my catalog item, I have 2 variables, Type (Select box) and Software. Now, depending on the chosen type,...
Hello, The image below is OOTB Rome. Beth Anglin created the contract and Charlie Witherspoon has just approved it. The contract is still in a 'Draft' state. I am unsure what Beth needs to do at this point to progress the contract State field?
Hi, I have a table with two integer-type fields, can I calculate the sum of the values ​​of these fields in a third integer-type field in the flow designer?
Hi, I am unable to get the highlighted list values to apply to the list on the landing page of agent workspace. When working in a PDI it applies to the list views such as open incidents but will not apply to the landing page list itself. I am having...
Hi i want to create a one PDF file for incident record and that pdf file will attach to same incident record. Is there any way to do. Please can you suggest me where i am wrong, This is the Script Which i am Using in Workflow after insert business ...
Hello, I have a requirement to get the 'business elapsed percentage' field from the current SLA of an incident record on the incident list view, so the customer can quickly prioritize incidents. I was successful in doing this (above screenshot), ho...
Hi Team, I have created 10 choices in sys_choice table, I named element 'Software' suddenly. those all 10 choices related to 'software' element were deleted. I just exported those list from test syste again and manually imported. How can I check ...
I have been searching around the forum and documentation, and I can only find that an admin role is necessary for user administration. My company is looking assign all user management administration to one area, and also no one else should be able to...
I would like to Save the form and call UI page on click of a UI action. For example, I would like to add some work notes and instead of clicking post button and i want the user to click on a custom UI button. On click of it has to save the form and r...
Hi experts, how are you doing?I hope everything ok.There is any kind of problem to increase the cleanup time (sys_auto_flush) to sys_script_execution_history table? Like 12 months.Increasing this time are gonna help us a lot when analyse the source o...
What are major incident teams successfully doing to get the right people on a SWAT/bridge for a major incident? Do you start with a core team you always call in such as (network, firewall, server, middleware)? What is working for you to improve res...
Hi All,If an Agent wants to add an KB article as a comment to an Incident, he can use the attach button at the "related (contextual) search results" section.The "Attach" button creates a comment like this:[code]<a title='Are Copyrighted Files Illegal...
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