Hi all, I am working in Agent Chat/AWA Agent Workspace. I am trying to find a way to set a limit on queued chats when the agents are at capacity to inform the end users that are trying to start a chat session that there are an influx of chats in the...
This is an SLA configuration issue. I believe the issue is when the Incident is set to On Hold è Awaiting Caller, the SLA timer is set to Paused. This is great and it works. However, when the end user updates through the Service Portal, the Incident ...
Hi, experts, How can we restore the state (re-open) a cancelled Change Request?How can we restore the state of a Closed Change Request? Thanks
We are using 'Enforce Verification' which updates the 'Requires verification' flag from true to false when using the 'Create Asset' button from the CI. However, we received new assets (no pre-existing CI), and the flag on the new associated CI record...
This year we implemented ITSM (Change, Incident, Service Catalog, Knowledge). We delayed Asset Management till after we had all of this up and going so we only created CIs with the thought of creating Assets after we have the processes in place and ...
Hi,I would like to terminate all sessions, but going to the 'Logged in users' module only shows users logged into the same node which I am logged into. Can someone please help me understand how I find the total number of users logged in across all no...
Assigned to field is not showing the members of assignment group when selected i Have added the reference qualifer.
Hello. I'm a little bit new to Service Catalog administration. I successfully created a Catalog Item and associated Flow, but there are a few things I'm still confused about. Perhaps someone could enlighten me... I set the "Delivery time" field ...
Hello, I have a catalog item and a workflow. In my workflow, I have a catalog task with a script like this Can I set the Assignment Group at the RITM level from here. My task get an assignment group set using assignment rules. I want the same group...
Hi All, how we can restrict dropdown values in the list view Table: Incident Field: State Field value ‘Closed’ should be visible only for Admin user in both form view and list view (In form view, this is already in place, need to do it in list view a...
Hello Community, I'm looking for the solution for one of my requirements that all of the data what are filled on the form need to be pushed to the external database, can someone help me with that? Is it possible using the workflow ? Any examples? (...
I'll start this by saying that I think that this is a coding noob question, but I'll post it anyway. I've set up a custom table, u_supported_applications, for a series of applications that our group supports. The table is pretty simple right now, j...
Hello Experts! Can someone please tell me that in the Incident form, if I open the caller field (search for a user, basically), I see Name, First Name Last Name and Email Id columns. How should I bring User ID column also in that? I don't see the gea...
Need to create a Aging field in Incident Table to calculate the age of the tickets
Hi All, I want to calculate the age of the incidents on the incident table. Could some one please help me on starting from creating the Age field and till it calculates the age. Thanks.
