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How to set reminder on incident's and RITM's ( including Tasks)?

Hi Team,   1 ) How can I setup reminder email/ notification/ alert to IT Agent when there is no update on tickets( like 3 days , 5 days, week etc..........) 2) How can a IT agent can setup perticular date on INC/RITM/TASK to move in progress when tic...

B Ashok by Tera Guru
  • 1286 Views
  • 2 replies
  • 1 helpfuls

Populate the SLA breach time on incident

Hi All, I have a requirement where I need to populate the sla breach time on a custom field on incident table. When there are two or more resolution SLAs for the same incident then the field should have the min sla breach time. Please suggest on how ...

Madhu5 by Tera Contributor
  • 956 Views
  • 1 replies
  • 1 helpfuls

VIP User - Flag - add to Workspace

The VIP color flag is not showing up in Agent workspace Incident form. The VIP flag shows in the platform but not in Agent Workspace. How do I add the flag to worksapce? Thank you

Navneet3 by Tera Expert
  • 1036 Views
  • 6 replies
  • 0 helpfuls

Resolved! How to add multiple reference qualifier

Hi,   I have to use multiple reference qualifiers in a field. How an I use multiple reference qualifiers in a field. My two reference qualifiers are listed below. 1. javascript:new global.PopulateValidTasks().getTasks(); 2.sys_class_name=incident^ORs...

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How to preserve applications from App engine before cloning

Hi ALl, I have an instance which is in Rome and wanted to clone and upgrade the instance. How do I preserve the applications developed using App Engine studio without getting cloned. I dont want to loose the progress.

Madhu5 by Tera Contributor
  • 499 Views
  • 2 replies
  • 0 helpfuls

Resolved! How to dot walk a reference type list field

Hi,   How to dot walk through list type reference field.   I have table called escalation. so, there's field called task that's List type field reference to task table.     So, I have to query as below.   ticket_number='INC9876234'; var gr = new Gli...

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samarasinghe by Kilo Contributor
  • 1855 Views
  • 7 replies
  • 4 helpfuls

Auto Populate a list collector field

I currently have a Service Catalog Item that does the following: Catalog Item background Host Name is a reference variableSystem Owner is a reference variable The System Owner auto populates based on the host name. Workflow The System Owner needs to ...