Merge incidents
need to merge incidents, requirement is like we have to select the incidents to be merged and select option merge(need to add merge option in "Action on selected rows" ) so that tickets will be merged
Forum Posts
Set assignment group if empty but someone is assigned
Our incidents are driven by the category/subcategory to route to the correct assignment group. The issue is some users tend to assign themselves to the incident prior to submitting the incident and this ends up clearing out the assignment group field...
Message: Lock Wait TimeOut Exceeded, try restarting transaction
Received this error message in the processing of a Catalog Request, followed by a message indicating the Workflow for the Request Item had been canceled. I have absolutely no idea of how to restart a transaction....especially since there are no trans...
Escalation in SNOW
Hi All,I need to understand the Out of the Box Escalation mechanism in SNOW.After an issue gets escalated whether email is triggered to manager or priority is changed or something else happens. I need clarity on this front what exactly happen after a...
Resolved! Bar Chart hide 0 bar
Hi all,We have a report like attached, there are some bar with 0 items. Can we just simple hide those 0 items bars and not showing them in the bar chart?Thank you.Best Regards,Joanne
Resolved! Differences between Task and Action tickets
Hello all,In the world of SN, what is the fundamental difference between Task and Action tickets?Thanks for any help.
Resolved! choice table on a custom table
Hi guys ! I'm facing an issue today with choice list :I plan to use a choice list with the choice table field and a ref qual for filtering infos.but the table I need to use in the "choice table" field of the dictionnary attribute is a custom one ...
Resolved! Project baseline - is there a way to schedule a baseline?
Hi,I have been asked if there is a way to schedule (or an automatic procedure) a baseline in the project related lists?I was thinking a kind of any specified date or time to have a 'snapshot' of the project tasks state and actual dates and progress.I...
How to apply flash for mandatory fields?
Hi,function onSubmit() { var fieldCheck = g_form.getValue('u_yes'); if (fieldCheck=='false') { g_form.setMandatory('u_yes', true); alert('The top five fields in this form are mandatory'); g_form.getControl('yes').focus(...
Assignment rules on update
Hi GuysSimple question.I used assignments rules to populate assignment groups based on the categories selected on the incident form, what is the chances I can get them to run again if a ITIL user change the categories again?
Resolved! Catalog Items Ownership
Hello,I am the Request fulfillment Manager and am working to get a grasp of what we have. I would like to have for each catalog Item an Owner group or Name, such as I have for knowledge articles. I am not seeing an existing field to use. I am...
Resolved! How to exclude certain articles from Knowledge search results for certain users?
I want to exclude a subset of articles from appearing in the results for my Service Desk team, based on the value of a custom field. We have a Document Type field that identifies whether it is intended for First Level Support Second Level Support, ...
How can I change the incident state?
Hi all, I tried to modify the values of incident state, however, it keeps restore the default incident state as the screenshot 1. Althought I put those values as inactive as the screenshot 2 and configure in the choice list as screenshot 3, the sys...
Incidents assigned to someone who is not a member of the group
We have found a couple incidents were it was assigned to someone who was not a member of the group. The user does have an ITIL license. After some investigation I found that if you put the users name in the assigned to and hit save you get a mess...
Resolved! Company Table
Hi AllCan core_company table be extended? Its doesn't show up in the list.I don't want to touch base table, and I need to add some new fields, so would want to create new company table and extend core_company.Is this possible?ThanksHardy
