Audit if someone just opens a ticket
Is there a way to have an audit record if someone just opens a incident or request / task?
Forum Posts
How to make "Blank" as default option in a "dropdown without none" having reference specification.
Hi all, Wanted to set the field "state" with blank as an option using the "drop down without none" (for eg: in incident table state field).Tried to modify in the dictionary of state, setting the default value as empty but still it is displaying none ...
Resolved! Need to sort choices by Sequence in Catalog Client Script
Hi All,I'm having an issue with a Catalog Client Script. I'm using a template provided by another user in this forum (Pradeep Sharma) which does exactly what I want except it does not order by sequence. I can't seem to get "sort" to work so I am ...
How to add static content to a form?
I'd like create some static content (text) in the form when creating a new update set. This static text would be just above (nor next to) the NAME field on the form. The static text would describe our required naming convention for update sets.I know...
Resolved! I am trying to remove "priority" from the "ticket" page. I only see "Session" and "Attachments" (I already removed "location")
I am trying to remove "priority" from the "ticket" page. I only see "Session" and "Attachments" (I already removed "location") I found another article about changing "field request" and removing priority from there, but that seems to cause errors. ...
How to Preserve Line breaks while copying and pasting the text from String field to HTML field?
Hi All - I want to preserve the line breaks while copying and pasting the text from String field to HTML field. Below is the screen shot that I am facing trouble with. And I am using a UI Action for copying and pasting. Any help is really appreciated...
Resolved! 'Knowledge record not found' error message when trying to view previous KB Acticle versions
We just turned on Knowledge version tracking. I am testing this to see how everything works before we educate staff. I have found that I am getting a 'knowledge record not found' error when trying to view the article from the knowledge version record...
Resolved! Is it possible to have multiple (Agent) Workspace views for ITSM forms
Hi, I was wondering if it was possible to have multiple Workspace views for Incident/Problem/Demand forms for the Agent Workspace. Use Cases: Our Manufacturing teams require different information to be captured on an Incident form than our Sales tea...
Resolved! How to remove HTML tags
hello All, I have a trouble removing html tags, Please read the below details and suggest the best solution. I have a table when i select a particular template it is displaying the whole message with the html tags, I don't want the tags to be app...
Resolved! Create outage if "outage required" is checked on Change
Hi All,I was wondering if anyone has done something similar to this or could tell me how I could go about doing this.I want an outage to automatically be created if the "Outage Required" box in a change is checked.This would automatically raise the O...
how to create specifc KPI reports
Look for how to create some reports that will show the following information: Frist Time/Call resolution (FCR) Mean time to Repair (MTTR) average across all assignment groups I am new to reporting. We do not have PA Pro, just the basic functio...
Invoke a client UI Action from the Portal
I have a unique requirement in that I need to show the change management UI Actions on the Service Portal. These UI acitons are marked client side, so I cannot easily show them on the portal since the portal only accepts server side UI actions. Has...
Please explain difference between cloud service now and On premises service now Briefly
Hello All,can you please explain difference between cloud service now and On premises service now Briefly or provide any material on this.ThanksMahesh R
How can I prevent user from creating Incident with direct URL access?
I have created self-service record producer for all users to enter Incidents. I've done everything to prevent unauthorized user from select "New" incident from the Service Desk view. One of our developers discovered 'by accident' that if he browse...
How do you handle mobile devices in asset management?
My Service Desk manager needs to track mobile devices in the asset management app. So I need to add a new category of "mobile device".So far so good. There is an issue however, because the category needs to be associated with a CMDB table, and I'...
