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SLA definition for P1 Incidents

I have a requirement to update SLA definitions for P1 incidents. The default schedule is 8AM-4PM. If the incident is opened in this time window, the SLA should start, and should not stop until the incident is solved. If the incident is opened outside...

nmsmtys by Tera Contributor
  • 3557 Views
  • 4 replies
  • 0 helpfuls

Report to show all relationship mapping?

Hi,Is it possible to create a report which details ALL relationships that a CI might have both upstream and downstream. Essentially something similar to the relationship mapping?Was thinking a database view might work but not sure where to start.Rega...

stevenwatts by Giga Contributor
  • 5700 Views
  • 16 replies
  • 3 helpfuls

Customer survey dashboard

Hello All, Thank you in advance. Can anyone please help me in knowing how to prepare this type of dashboard .Screenshot attached. Regards  

ShiningStar1 by Tera Contributor
  • 1093 Views
  • 4 replies
  • 0 helpfuls

Resolved! Business Rule for Assignment Rule Contains String

Hi, I need to customize the field in incident form. Below is the requirement. Field Name : Opened By Group Condition : If ticket has been raised by one of the service Desk member then Global Service Desk Group should be Display in the Field otherwise...

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Vasuki by Tera Contributor
  • 716 Views
  • 1 replies
  • 1 helpfuls