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Admin Overrides is Not Working

Hello Experts, "Admin Overrides" on ACL seems to be flat-out not working. I am an admin. I have an ACL with Admin Overrides = True, yet I cannot edit the record. However, when I set the "Script" field to "answer = true", I can edit the record. Am I m...

Update field only on insert and not on update in transform map

Hi, I was thinking to write a before transform script, so that the transform map runs on a field only on insert and not on update. We have a field called 'information' and i want to update the field to 'aar integration' only on insert and leave as is...

Nowlearner by Kilo Guru
  • 3433 Views
  • 4 replies
  • 3 helpfuls

SLA - clock pause conditions - what are the industry standards

Hello Folks,  As of now our SLA clock pauses only on Hold Awaiting Caller, Awaiting Client Availality and pauses on Resolved state. I would like to know what is the industry standards that they practice for pausing the clock. Often times tickets brea...

Fathima1 by Mega Guru
  • 6487 Views
  • 2 replies
  • 2 helpfuls

creating Request and Tasks from Scheduled Job

I used this script to generate request and its respective task from Scheduled Job var cartId = GlideGuid.generate(null);var cart = new Cart(cartId); //give sys_id of catalog itemvar item = cart.addItem('016a8e91872d0110d0d4ca27cebb35b2', 1);cart.setV...

Resolved! Office 365 Mailbox Setup

Hello all, I am trying to set up an email account (SMTP/POP3) for sending and receiving notifications.  I have successfully setup the SMTP account using smtp.office365.com and the account credentials.  However, I am running into issues setting up the...

fisherje by Tera Contributor
  • 3332 Views
  • 3 replies
  • 0 helpfuls

Template Applied with 1 conflict - Assigned to

I have a user who has create a template which sets, amongst other things, the Assignment group and Assigned to fields on a new incident record.  However when applying the template they get an error message     Template Applied with 1 conflict  Unable...

Resolved! Auto create incident task when incident state is resolved

Hi  I have a requirement : I need to Auto create incident task when the Major incident feild is Checked and  incident state is changed to resolved. For this i have created one business rule  conditions : AFTER - Update  Major incident is true state c...

prasad8 by Giga Expert
  • 1538 Views
  • 5 replies
  • 2 helpfuls

How to provide a name on requests in Service Portal

I am in need of a way to allow our users to provide a name for their cart when they are checking out. Currently when the 'My Requests' list is viewed it is impossible to determine the details of the request by looking at the list alone. Each item nee...

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