Report - Average Handling Time
I need to create a report for custom table to have assigned to average handling time Average Handling Time = total handling / volume of tickets Thanks,
Forum Posts
Resolved! rename the catalog name in the service portal
Hi Team, In the esc page when we are directly searching on the page i have option called "filters". please find the below screenshot. in the filters section i need to rename from "catalog" to "user catalogs". when am doing inspect i can able to ea...
Resolved! Populate article number in kb_feedback_task table
Hi All, There is a catalog item called "submit feedback" in which if user submits this form it will create an feedback task record in kb_feedback_task table. Once it is submitted i have to map the article number field to the Article field in feedbac...
Resolved! How can I compare two previous flow versions?
Hello. I need two compare two versions of a flow which are not the current one. Is there a way to do it? I'm not able to open the record of a flow outside flow designer. If I could do it, it would be easy to select two versions and compare them. Thro...
form section to be visible only if the field value is null
How can i show a section on the form based on the field value when it is null. can i achieve this using UI policy? for eg: if the field value on form for "Billing ID" is null then the new section "Billing Details" should be visible which contains 4 d...
Delegate approval process
As a Approver, I want to be able to delegate my Access Request approvals, so I know that someone will act on them during my absence. Note:- we can do this by using the out-of-the box by adding user to the delegate column in Sys_user table. Is the...
Where and how are form views and sections stored?
Hello, Where and how are form views and sections stored?Are there good documents about them?Docs page "Using the form designer" and "Configuring the form layout" don't mention them.The above pages use incident form as a sample and I posted this quest...
Enforce minimum characters on Additional comments field on SCTASK table
How to make "Additional Comments" have a minimum character requirement upon the catalogue task being set to the "Closed Complete" state? Basically what we are trying to do is ensure that the client communication that is sent out when the catalogu...
Resolved! Background script for updating date / time on fields
HI service now team, I am trying to Update date /time fields value on a closed incident through background script , but iam unable to update them through the background script i have written . but iam unable to acheive any results ...
Resolved! Update related Case when Incident is resolved
Good day, how would I fulfil the below requirement. When an incident is set to status 'Resolved' the related case should be populated with: Resolution Code = Solved Related Request is Closed Complete Resolution Notes = The related request has been ...
Resolved! What are the benefits of using Category and sub category fields under Task Table.
I understand we can report using requested item table for the items being ordered or by using category. What could be other use cases where resolver team could potentially benefit if they start to use Category and Sub category fields in Task table?
SCTask Requested for unable to "read only"
Hi there! I can't seems to make "Requested for" as read only. i have tried find the fields in UI policy but not available, then i have tried to add script and it didnt work too. Please help me Thank you!
Resolved! how to test multiple catalog items with one automated test framework(ATF)?
Hi Team, I am planning to develop Automated test framework(ATF) in my project. In my project we have 100 service catalog items build. To test 100 catalog items do I need build 100 tests for each catalog item in the ATF? or or is it possible to tes...
Does data stream pagination requires the integration hub with enterprise pack to retrive all the records in pages from third party? Or standard integartionhub pack will enough to implement the pagination?
Does data stream pagination in flow designer requires the integration hub with enterprise pack to retrive all the records in pages from third party? Or standard integrationHub pack will enough to implement the pagination? Thanks in advance
Resolved! Is it possible to add the search icon / bar for list reports in a dashboard?
Does anyone know if it is possible to add the search icon / bar for list reports in a dashboard? Without using interactive filters.
