ITSM forum
cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Forum Posts

Resolved! How to query user name

Hi, Some one help me in GlideQuery. var gr= "David Faroon" var rp = new GlideRecord('resource_plan'); rp.initialize();var usergr = new GlideRecord('sys_user'); usergr.addQuery('name', gr); usergr.query(); if (usergr.next()) {rp.user_resource = usergr...

Sironi by Kilo Sage
  • 2373 Views
  • 32 replies
  • 9 helpfuls

Resolved! Tag options not visible to a user

Hi All, On the table "label" the field "viewable by" is having three choices 1.me 2.Groups and users 3.Everyone. I have a user xyz who has only two options when he tries to edit his tag. Please suggest on how to debug this issue.

Madhu5 by Tera Contributor
  • 1808 Views
  • 2 replies
  • 3 helpfuls

When the priority is changed, the old resolution SLA gets cancelled and the new resolution SLA gets attached. The clock starts from ticket creation. 

When the priority is changed, the old resolution SLA gets cancelled and the new resolution SLA gets attached. The clock starts from ticket creation.  What condition we have to put? as of now once priority changes new SLA will attached to the existing...

find_real_file.png
Raju39 by Kilo Contributor
  • 2276 Views
  • 5 replies
  • 0 helpfuls

Pause Duration in SLA

Hi Community, How pause duration  is calculated in task_sla ?I checked all scripts and workflow but not getting how that  is calculated and when(on what conditions) it is calculated.? Thanks, Pihu

Pihu1 by Tera Contributor
  • 1802 Views
  • 2 replies
  • 0 helpfuls

Resolved! SCTASK Variables editable by only 1 group OR only while Task is open

We have a catalog item where the first SCTASK assigned needs to have 3 fields editable (the rest of ours default to read only).  When the task is closed (Or for anyone not in the 1st SCTASK assignment group) those fields should no longer be editable....

Megan C by Kilo Expert
  • 2349 Views
  • 5 replies
  • 0 helpfuls

Resolved! How to get values from variable set in Business rule?

Variable set type is Multi-Row Variable Set with below three Variables: Application: type Look up Select Box. Application Role: type Look up Select Box. Application Scope: type Single Line Text. (function executeRule(current, previous /*null when as...

find_real_file.png
Yogesh33 by Kilo Contributor
  • 5940 Views
  • 2 replies
  • 1 helpfuls

Update ticket based on Email description

Hi All, We currently get service status update email from a vendor when their service is down, and another email when service is back up. The vendor email provides a ticket number (from their own system) in the emails subject, and when the service is...

Iqbal1 by Kilo Contributor
  • 2206 Views
  • 9 replies
  • 0 helpfuls

Changing a field from True/False to String - is it possible?

Hi,  We created a custom field in the table [rm_release] to allow us to capture information for our teams, however, now the business would like to amend this field type from type = True/False to a String with Choices (yes/no) and make the field Manda...

find_real_file.png
Community Alums by Community Alums  
  • 2287 Views
  • 1 replies
  • 2 helpfuls

Resolved! When the state is "On Hold" and the "On Hold Reason" is "Awaiting Caller", the incident state will automatically change to "In Progress" once the caller user makes a change to the incident.

Hello, right now when I have an incident at "On hold' state (Awaiting for Caller), and the caller makes a comment on the ticket conversation, the incident remains at "On hold" state. How can I change the incident state to "In progress", once the user...

Add state Assess to Emergency Change Type

Hi There, I want to add the choice Assess to state of emergency change type and want it to work exactly like that of Normal change type. Any leads?   Thanks Twinkle  

twinkle1 by Kilo Expert
  • 1172 Views
  • 2 replies
  • 0 helpfuls

Resolved! How can we use icon link widget to redirect to different pages when user clicks on the widget based on his role in service portal?

Hi Everyone, Hope everything is going good. I have two icon link widgets, "create new incident" and "Create new Custom table record" and each redirects to different pages in service now instance. For example, Widget A directs to Create new Incident r...

rkreddy by Giga Expert
  • 2123 Views
  • 19 replies
  • 0 helpfuls