I have a "before" Business Rule to prevent an update to an incident record if the 'Assigned to' user is not a member of the 'Assignment Group'. The BR only runs on 'Update', but only seems to work if you modify the record like change the value of a f...
Hi, I'm editing OOTB notification sent to caller when the incident is closed. I need to remove "Unsubscribe" link from the template. However, "Notification Preference" link should remain? How do I accomplish this?
How to check the persons having ITIL role ?
Hi, I have few service catalog items which doesn't require any approvals. For those items, there will only be two stages, 1. "Fulfilment", 2.Complete. I'm supposed to accomplish this without using any workflow and execution plan. How do I accomplish...
can anyone suggest me the ways of telling myself in interview as am 2 years experianced?
Something that we are currently running into in our SN instance is that we have added new Incident State options to our Incident form and most of the values of these new states are already used elsewhere on the Task table. For example, we have a new...
can anyone please tell me the REST API Explorer?
Hi, I have an issue with Integration. The records are coming to staging table and from there it is not getting inserted into the target table, the status is showing as pending. I tried with and without transform scripts and both resulted the same A...
What is the beat practice im business rules!!
Hi, I'm defining SLAs with the following start conditions, "Priority" is "1-Critical" AND "Assignment group" is "Service Desk" I need to enable retroactive start if the Priority changes and disable retroactive start if the assignment group changes....
I am setting up an request that requires follow up items from the assigned technician. I created the variables that need to be completed on the task. I only want the variables to be visible in the task for the technician to complete. I created a UI P...
How can I use standard report tools to write a report that shows me, number of opened tickets today and number of closed tickets today.
Hi, I have a look up select box variable for a catalog item. It is referring to a custom table. I am using a reference qualifier to populate the choices. How can I pass the sys_id of this select box as a parameter to a script include via reference qu...
I am wondering if anyone has run into this issue before. On the Standard Change Proposal we have run into an issue with the state changes to closed on submit or save. We have made a few modifications to the workflow and added the save button to the f...
How to send a notification when sla breaches before 24 hours of time?
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