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...
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...
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...
If change the “request type” on the ticket, it should automatically update the work notes of SCTASK to “request type has been changed”. Please help me with the Business rule
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...
Hi All, I have a requirement to store the data in this Cost Center table so, wanted to know the purpose of this Cost center records in the (cmn_cost_center) table? @Ankur Bawiskar Any idea on this Cost center records purpose and where we are going to...
Hi, I have no understanding at all in ATF on how can I prove that the following fields are available in list view of a table. Number, Opened, Short Description, Caller, Affected User. As an ITIL user, I should be able to edit only Short Description Y...
I have set the property to TRACE still it doesn't load the flow and keeps showing the message - Flow reports not available. Check system property com.snc.process_flow.reporting.levelOpen Context Record PFA images for details.
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...
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...
Reference Icons on Service Portal forms are taking default view.I removed related list from Service Portal and Self service view.Then also forms have Related links.
We have a button in service portal, onclick of which we want live agent chat to open in the VA popup. FYI, We are using advanced work assignment. Ant suggested approach for this will be really helpful.
Hi All - We have a change in requirement where we want to mask 16 digit credit card information in inbound email body but not 20 digit numbers as they are not credit card. I've below script that works perfectly but it masks any number over 12 digits ...
I want to enable incident auto resolution virtual agent But getting error while saving it. Please let know how to enable this.
I have one notification for RITM's In that i need to add line break after every comma for description. Below is the script include part. Please suggest. default_sc_req_item_rows: function() { this.row('Number', '${number}'); this.row('Short descrip...
