Hi team, I am trying to build a trigger for the 'Close condition' for a Response SLA. Close Condition is.. Assigned to is not empty & a Customer-Visible work-note entry is made (i.e. Additional Comment (Customer Visible) work-note entry). i.e. The SL...
Good morning, Several of my itil users have noticed that if a Incident ticket is created and submitted with one caller and the caller needs to be changed later it is not possible. How do we fix this issue? karen
On the legacy ootb email template= request.itil.approve.role -used for our catalog Request (vs requested items) approvals, the usage of ${requested_for} works to pull this into the notification email. however, for approval requests of a Requested ...
I created a survey, added a bunch of users (via a group), and saved, and then Published. According to the documentation (link), "When you publish a survey, the system sends email notifications to the recipients and to their managers.", and also disp...
Hi everybody, We have changed our banner, and we want to move the text "How can we help?" to the left and reduce the search field and move it to the left too. Thanks a lot, Eric.
Failed to send an HTTP request.The response payload is too large on ATF can you please guide me how to proceed next steps and troubleshoot on this error... The problem is not with respect for authentication. The issue is when the ATF test case send G...
When do Catalog Request Item Metrics get updated and by which job? Can we run it on demand? Thanks
There is an out of the box role called incident_manager - I need to know what capabilities this role offers beyond normal ITIL capabilities. I've never used it for anything and can't find anything anywhere that really explains differences. ServiceNo...
Working on a project to create a catalog item and associated workflow for Software Decision Analysis and the request is that I not have any approvals and the word approval not appear on the request ticket in Service Portal. This is a reflection of th...
HI All, We have a requirement to create multiple RITM's when request is created. I have written below code in workflow to create 2 RITM's and they are successfully getting created. Now my issue is with the variables are not getting copied on New RITM...
I have a question on survey form which is reference to Incident table. I want to hide it for now. How do I hide it?
Hi All, For our current client, we have changed the OOTB state values of problem from 1-Open, 2-Known Error, 3- Pending Change, 4-Closed/Resolved to 101-New, 102-Assess, 103-RCA, 104-Fix in Progress, 106-Resolved and added a new state 107-Closed. We ...
Hello, I am following this documentation for CI relations formater and I can't find glide.ui.max_relations in my sys_properties.list. Does anyone know why this would be missing? did it get changed due to an update? I am an admin in this instance. Tha...
Hello EveryoneI had a requirement to sent email notification once SLA is breached for incident. I need a delay of 30 mins after SLA is breached to send notification. I am achieving it via business rule. I am using gs.eventQueueSchedule in business ru...
How to restrict single line text variable for'' Limit to 50 characters. Check that only letters, numbers, dashes, and underscores are entered''.Please suggest me any one.
