We would like to have the emails sent from the tasks and incidents to show in the Service Operations Workspace Activity Stream. When I click the filter in SOW emails are not even an option. Whereas if I view tasks or incidents outside of SOW I am abl...
I've been working with our sailpoint(SP) team to build a catalog item that will handle several api calls to SP, deal with the data retrieved, and submit an access change request (both add and remove). All of this live and dynamic in the service port...
Good eveningWe recently had an incident where once it got Closed, ..... 4 days later, the SLA got Stopped. It can be seen under Stop time column.Do you know why this could have happened? I even checked the SLA definition, but nothing found. You can s...
I have to trim the incoming email data and remove signatures & logos. I have created an Email Reply separator to filter out everything after "Regards" but it is not working. I am attaching screenshot of the separator I have created. Please guide what...
Do service accounts(IE. users specified as web service only/non-interactive) that have been granted the 'itil' role consume a fulfiller license? Thanks.
Team, I am having a hard time with this task All normal change requests must first receive approval from the Change Management assignment group before they are sent for any other approval.1. Create a Change Approval definition. a) Name: Change Mgmt ...
Hi.. we created a new assignment group (let's call that Cloud Team) but there should not be any SLA attached to that group. Additionally, there should be no SLA obligations for our queue, even if cases are transferred from another queue after a delay...
I created a scheduled email of report which runs every 12 hours.It should send email if there are no records created on interaction table for past 12 hours.If any record is created on interaction table in last 12 hours,then no email should be sent...
Hi All, We have a requirement to trigger custom notification on SLA. We have to trigger notification at 50%, 75%, 100%, 125%, 150% & 175%. So we have used Actual Elapsed Percentage for triggering these notification. And it is working as expected for...
HiI have a requirement like There was 10 Users which are under Unconfirmed User. I tried like to add those 10 users into the subscribed groups but they are still under Unconfirmed User tab only.I need to move those 10 users to Subscribed users and th...
Hello all, A user (has ITIL role) has reported that, user is unable to open attachment(s) attached via "Attachment" variable I tried to open the attachment with my admin account and It did work. It suggest that, It seems to be ACL related problem. H...
We are in the process of configuring our surveys for Outlook Actionable Messages and one of the requirements is to have the manager's email address of the Assignment Group listed in the related Incident added to the survey end notes. So far I have no...
Hi, Can someone help with the empty error message while loading the data using scheduled import. I am getting this error for some classes. example : cmdb_ci_netgear
Is there a way to tell if my Dev instance was cloned recently? I looked at Dev's Clone History but it is blank.
Hi, I want to use contextual search for pi. The thing is in contextual search its only showing the default solutions but not the ones I created. And I'm trying to implement it but nothing seems to work. Can someone please help me out with this.
