I am trying to build a report to display SLA performance trend daily, weekly or by any defined time. The report should show the percentage of incidents which meet the defined SLA. Currently i have a report which shows has breached, incident SLA count...
Hi Team, I want to close 105 changes with additional comments" change closed manually". Please let me know the background script
Hello All, Is there any way in knowing through a report how many times an incident was put on hold. Metric definition is another way of achieving it but it would not fulfill the reporting against each incident. Any suggestions in this regard would b...
Is it possible to set a different view for the "Related Links" of the form without using "View Rule"?
Hi All, We have a requirement where i need to show RITM's parent as well child of that particular RITM in requested item related list on RITM form. Pls help.
I'd like to make a Cumulative Flow diagram of ticket state for my group. The area graph doesn't quite do it for me. This is a pretty common report for Lean/Kanban teams.Any help?I'm looking for something like this:
Hi All,For our team incident tickets are assigned by various users. At end of the week we need to pull a metrics report.This report should have, within what time the incident was responded by our team i.e the first response time for that incident. We...
I just wanted to ask, can we call a mail script in Quick Messages?Navigate to Quick Messagesin the body, I am trying to call a quick message script:and the script goes like:to my understanding, this script would just fetch the phone number of the cur...
How to assign the multiple task/incidents using the Ui action in list layout "Assigned to me",action type is -List context menu .
Requirement was to hide sections based on role 'xyz' & 'assigned_to' is the current user. I wrote display business rule to validate above condition and saved in scratchpad as below: if ((gs.getUserID() == current.assigned_to) || (gs.hasRole('xyz')) )...
Hi Guys, Does anyone know how to sort the tickets/cards in Visual Task Board? I want to show the latest ticket/card on top of each lane. Cheers Quik
Hi all, I need a script include to check whether a particular user record is present in the user table or not. I don't want to check whether the user is active or not...I want to check whether a particular record is present or not in the user table....
Hi,I've created a list view for the users to get the idea about the ticket instead going in to the record.I can chose the view (I'm admin) that I've created from the context menu but users don't. When I impersonated as other Users they don't see the ...
Hi Team, I want to add an attachment to the service catalog through ATF, how can I do that? Or How can I validate the attachment attached to RITM through ATF? Or Can we bypass the mandatory attachment on service catalog through ATF? Please suggest...
I'm looking for tips/suggestions on how others are performing incident trend analysis in an attempt to identify problems proactively vs reactively.
