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integration user question

I have an odd issue relating to the setup of an integration account. When I use my username and testing via postman, the integration works. When using  new integration account I have setup, again, testing via postman, it errors with an "error of inva...

Jack62 by Giga Guru
  • 333 Views
  • 1 replies
  • 0 helpfuls

Ask for approval actions

Hi Team,I used the ASK FOR APPROVAL action to create approvals for a request item. For one approval, I set the rule to ANY ONE APPROVER, and for the second approval, I set it to EVERY ONE APPROVE. The approval records are stored in the approval table...

Creating Assignment Groups

We are transitioning over to SN from Cherwell. In Cherwell we have teams which are the equivalent of assignment groups in SN, Does it make sense to just do a lift and shift of our team names in Cherwell over to SN. For many reasons, our service desk ...

Gee1 by Kilo Contributor
  • 1530 Views
  • 5 replies
  • 2 helpfuls

Resolved! Match Email Record to Variable in Workflow Studio

I'm working on a workflow to update the caller of an incident if the email address they used to contact us matches the secondary email address on their profile.I'm running into an issue with the Email Record field in the "Get email header" action. I ...

dowson by Tera Expert
  • 613 Views
  • 2 replies
  • 1 helpfuls

Assign asset to user from Interaction

We are setting up Service Catalog and Request Management in a new instance. Idea is to go OOB as much as possible. One feature that we have in current instance is ability to assign asset or consumable to a user direct from an interactino in Walk-up, ...

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Problem Management - best practices

Hi all - I want to discuss on how you manage certain aspects on problem management.   RCA Methodology - we use the 5 why's problem solving method for root cause analysis. I think it adds a bit more structure that the plain text field provided OOB . W...

ravikamma by Tera Contributor
  • 1033 Views
  • 4 replies
  • 4 helpfuls

Need Email Reply to a specific address to create incident

Hello!We currently have two Inbound Email Actions configured to create Incidents when an email is sent to the Service Desk group email address, we'll call it JoeBob@ServiceDesk.com.The first action (Create Incident) creates an incident whenever a NEW...

WR2 by Tera Expert
  • 1159 Views
  • 6 replies
  • 3 helpfuls

How to build the flow in HRSD

Hi,I am new to HRSD so i am little confused to give the condition in flow. so I want to build the flow in HRSD as per below details so i didnt get it where to give the conditions so please help on this.Email Received → Extract details (Requested For,...

mania by Tera Contributor
  • 235 Views
  • 1 replies
  • 0 helpfuls

Resolved! How to Hide Process flow based on condition

I Created custom flow formater for incident Process flow like Open,WIP,On Hold,resolved,Cancelled another one Software Categoryif incident category is Software i dont want show software process in flow formatterBut still it showing how we can hide th...

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Need help on Service Portal widget

The requirement is to create a new widget that should only be visible when users click on specific subcategories.Could you please assist with the HTML, Server Script, and Client Script for this functionality? Thank you

Pradeepa B by Tera Contributor
  • 893 Views
  • 9 replies
  • 1 helpfuls