Hi All, On the problem Management form :When the request approval button is clicked (on the RCA State) -> approval will be generated to the group in problem coordinator group field -> impersonate the user -> approver the request -> end impersonation...
we have a situation in production instance that RITM still in progress even if the task is closed,how to rectify what has happened and solve this?
We have domain separation setup and I'm having trouble with the assigned to field in tickets in our client domains. Let me explain how the domains are setup:TOP (root) ├── Clients │ ├── Client1 │ ├── Client2 │ └── Client3 ├── Standard...
Hi everyone,I am looking for guidance on how to implement a specific approval policy in the Change Management module.For a Normal Change, the approval process should be as follows:Approval goes to the CAB team, which consists of 6 groups.The change i...
Hello, I have an SLA defined:When the Service commitment attribute is unchecked, set to false, then start conditions works.When I set it to true, suddenly it stops working.In the service offering that is selected on an incident I have it set up as a ...
Searching generic (Example: outlook, sap, display) keywords not returning any results related regarding incidents (see screenshot).But whenever we search technical or less common words such as (Example: MYCAT, P3A or SAP P3A), we see result returni...
Hi Community, I noticed an issue with one of the SC tasks. The task was correctly assigned to a user from the appropriate assignment group. However, another user (User Y) changed the task state from Open to Closed Complete.To investigate, I impersona...
Is two-way synchronization between two catalog variables technically supported inside Service Portal.I have two catalog variables inside a variable set:euid (text)associate_name_common (reference to sys_user)Both fields need to stay synchronized:When...
Hi, I have a workflow Workflow A which is being used by a cat item. I have created an another workflow Workflow B which is basically a subflow for Workflow A. The requirement is if the user's company is XYZ then the subflow(workflow B) should trigger...
Dear Community,Need suggestions and recommendations on how to prioritize a specific sub-type of incident notifications ( Major Incident comms ). The event queue sometimes get flooded owing to spike in Event management sources resulting in backlogs w...
I want my request state field values and state field values to be in sync . Like we have for incident for incident sync we have a business rule oob "Copy State to Incident State".I have same values as state choices present in request state field as w...
Hello, I'm trying to create notifications using the include script that send all the variables from the request or incident to the requester. In other words, every time a request is created, an email is sent to the responsible party with all the vari...
Is two-way synchronization between two catalog variables technically supported inside Service Portal.I have two catalog variables inside a variable set:euid (text)associate_name_common (reference to sys_user)Both fields need to stay synchronized:When...
Hi All,We have a custom workspace, now whenever a user who has custom role(x) ,should redirect directly to this workspace.How we can achieve this. Thanks in Advance
I want to add 'Agent Assist' on SCTASK record Contextual Side Bar on SOW view (similar to Incident where attachment, templates are available). I've followed the below steps but still I'm not able to add 'Agent Assist' on SCTASK record Contextual Side...