Is it possible and allowed to show users without ITIL role on the Assigned to field? We need to be able to break down the incident ticket owners on our reports as such we need the Assigned To field. We have certain users that will be tagged as ticket...
I have a function in a business rule that checks submission times of a change request against the first change task start date and the current CAB times.I have the BR working fine but I've been asked to add a user confirmation to this process which w...
I would like to be able to determine which node a user is logged into? I'm able to see logged in users (v_user_session) but if I understand correctly this list only contains user sessions on the node that I'm currently logged into. Is there a way to ...
how i can create incident with order guide submission
Please, give me examples of normal change, standard change and emergency change in Change Management??
My company has a distributed IT management structure and I've been asked to align Change Management to it.Basically, we'd like to have a CAB approval group & workflow for Corporate/Core infrastructure changes, then additional CAB approval groups and ...
Hi, I have created one order guide and added some variables in that. After creating the RITM using the order guide and catalog item attached to it, I'm unable to see the varible values I have filled in the order guide in that RITM created. How I can ...
Importing the spreadsheet of assets does not import the Model Category or description. Any reasons as to why? Also, once imported, you can't go back and update those fields either.Any information would be helpful.Thanks.Jason
We have created a Section on the Incident form called 'Record Owner Info'. This section contains six custom fields. Is there a way to restrict the visibility of this tab to just our Service Desk? We have 'read' ACLs to hide the six fields, but ...
So this might be a bit of a tricky one.The whole story: I'm looking to automate new incident assignment (incidents are inbound via email and self-service) in a round-robin fashion to all members assigned to the group "Support", but only where they ar...
There's a custom table in our instance called resolution code, I'm trying to change the description of multiple records and set some records to inactive using easy import from the list view. I select update and download the template. However when I u...
One of our end users was having issues with this while trying to find incidents that contained the words. I tried a similar searches. The ones that worked:search functionalitysearch approvalsearch fileapproval functionalityapproval searchOnly using '...
HiWe are working with making a workflow with different power shell nodes and Run Commands nodes in SNOW.I want to increase the default time-out values for the Run Powershel node so that it wont exit the node till it receives the output from the scrip...
Is there a Knowledge Article Rejection Notification setup anywhere? When I reject a Knowledge Article, how does the Author know I rejected it? I realize they can look in their 'My Knowledge Articles' from time to time to see if there KB Article has b...
Does anyone know how the State and Decision fields are controlled in the Agenda Items of the CAB Workbench. I like to use this to determine which items were reviewed in CAB versus the ones that were skipped.
