We need to track when a request is assigned to a member of our team, the use case is that we want to create a metric that all items are assigned within two hours of them being created. I believe this can be done easier with incidents metric field, I ...
I had someone ask me the other day if we could grant the Impersonator role to an account, but limit the users that could be Impersonated. I know the Impersonator role prevents the impersonation of an account with the 'admin' role. So, there's a c...
Hi, So, I am working on updating my "CI" reference field, which is based off cmdb_ci so it allows me to search for a CI not only by the name (which is the "display value" right now on that table), but also add the ability to auto-complete search by f...
I have a csv file from another application that is apparently in utf-8-bom format. One of the fields will not import for some reason. When I convert to utf-8 and specify the data source property as 'charset=utf-8' it works just fine. Apparently I ca...
My organization is currently using Kingston. We only have two service catalog items live on the service portal at this time. Neither uses the cart functionality. I have been tasked with setting up hardware and software catalog items using the cart an...
Hello Folks , I have a requirement where in I need SLA progress bar to be available on incidents and all incident management list views and is displayed as follows (including the % elapsed time on list views): Green 0-75% Amber 76-90% Red 91-100%. A...
Hi there,We're looking at hiding attachments in incidents so our clients cannot view internal attachments. Our internal users however can view these attachments.To describe the scenario - When an internal user attaches an email or a document in the a...
How to capture the changes made in variables in activity log
I was recently editing a configuration item form when the form header disappeared...Originally you could see two sections when you went to the form, one was the header for the form, which included a few key fields, and then another section called 'co...
what is the use of "var saveAndClose = true" in Oncell Edit client script
the Active flag being set to False before the RITM is "Closed". i decided to run a Query for the records Active is false and State is Closed succesfull, closed cancelled , closed rejected (meaning the RITM is Still open) i have found many records. fe...
Hi All, There is an order Guide in our Dev instance. All the variables values in the Order Guide are passing to the catalog item variables associated to this order guide. All the names of the variables in the order guide and catalog items are same. ...
In change request form - assignment group field , how to make only those assignment groups visible in which logged in user is present. I want to make these changes only on change request form and not on incident and service request form.
I have have a business rule to calculate the duration and business duration on the Catalog Task table. The duration calculates fine but the problem I found was that the business duration wasn't calculating correctly. I later found that my script wa...
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