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Resolved! Work Notes & Additional Comments (Visible to customer)

Can you can explain the difference between the two. My understanding is  - Works Notes are notes visible to agents only - Additional Commnents (Visible to customer) are visibale to callers with no roles. Where can the custoner see this is it in the P...

Ninette1 by Tera Contributor
  • 7884 Views
  • 4 replies
  • 6 helpfuls

Resolved! "Days/Year ago feature" on date type fields in list view"

Hi Team,"Days/Year ago feature" on date type fields in list view"   in Geneva we see a new info label if we hover on teh date field it shows how many days /year ago.In our DEV instance all goes good it shows perfectly ,while in our test instance it s...

Days_Year_ago.png
kbanerje by Mega Guru
  • 2755 Views
  • 6 replies
  • 4 helpfuls

Auto Assign Assignment Group based on Time of Day (Schedule)

We would like to auto assign incidents to assignment groups based on the time of day (and CI of course). A kind of follow the sun approach. Has anybody done this and how did you implement it?   I was looking at the "Assignments" module, but there was...

cmcdevitt1 by Kilo Contributor
  • 4841 Views
  • 8 replies
  • 2 helpfuls

Measuring/Tracking KB usage

Wondering if anyone has tackled this and has suggestions/thoughts on how to proceed... As we continue to build out the Knowledgebase used by our Service Center agents, we want to be able to track what articles they are referencing and using to resolv...

Ryan S by Kilo Sage
  • 2957 Views
  • 3 replies
  • 4 helpfuls

Resolved! How to schedule an email notification for every two weeks

Hi, I have a requirement to send an email notification for every 2 weeks if the ticket is in "investigation" state for 2 weeks, and another email in 4 weeks and next one 6 weeks and so on... Below is the scheduled job i created which will trigger dai...

kkswamy by Tera Expert
  • 5448 Views
  • 9 replies
  • 1 helpfuls

Resolved! Call an event/notification in Scheduled Job

Hi all ,I need to trigger a notification for the records when their Implementation date is less than 11 months old .I have created a Scheduled Job and provided the conditions.Can anyone suggest how we can get the notification triggered in a Scheduled...

vimmykhurana by Kilo Contributor
  • 10894 Views
  • 7 replies
  • 3 helpfuls

Best Practices: Ways to Follow a ticket?

Users are interested in following RITMs, catalog tasks, and incidents... what's the best means of doing so? What's the difference between the Watch List vs the Follow button? Are there other approaches people find helpful? Tag + filter or report? Som...

JP-ODU by Tera Guru
  • 3651 Views
  • 4 replies
  • 2 helpfuls

Resolved! How to leave top 100 records and delete the remaining ?

Hi Experts, I got a requirement to leave top 100 records and delete the remaining. var gr = new GlideRecord("custom table");gr.orderByDesc('created');gr.setLimit(100);gr.query();while(gr.next()){gr.deleteRecord();} By using above script i am able to ...

jay1111 by Kilo Guru
  • 2233 Views
  • 10 replies
  • 8 helpfuls

TASK_SLA bulk repair script.

I have a requirement to repair one common SLA in each of the incident ticket. I tried doing it in TASK SLA Repair option, but it updates the ticket work note with the wording "User experience SLA has been removed from 'Task' table" and it is updated ...