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Forum Posts

Export Knowledge Bases and its categories as XML

Hi Guys, Any help is highly appreciated.These are the KBs that need to be exported. Can someone explain me how to ensure the KBs, categories, articles, user criteria, nested categories and what else is needed to be exported to XML?I am thinking that ...

satya30 by Tera Contributor
  • 587 Views
  • 5 replies
  • 0 helpfuls

Add catalog item to the dashboard

can the catalog item related to the Knowledge article be added to the KM Dashboard that already exists so the KMs can see these requests and not rely on email notifications? Please let me know on how Can I work on this

satya30 by Tera Contributor
  • 598 Views
  • 10 replies
  • 0 helpfuls

ITSM - Assignment Rule Issue

Hi Team , We have a assignment rule created , which intents to assign a specific group havig 4 members .Group - ABCUser - 1User - 2User - 3User - 4 The assignment rule is assigning  tickets to only 2 User and not the other 2.I tried removing U3 & U4 ...

SandeshD by Tera Contributor
  • 691 Views
  • 9 replies
  • 0 helpfuls

Create report in Performance anylytics

Hello Community! I have requirement.Add the Average incident resolution time for the last 6 months_ALL groups (4 group names) by PRIORITYUse Business duration to calculate resolution timeFirst visual add as a bar chart with 4 bars: P1, P2, P3, P4 for...

Asha Pathak by Tera Contributor
  • 225 Views
  • 1 replies
  • 0 helpfuls

Check if INC hs been created in Employee Center or directly in SN

Hi All I have a requirement to check if INC has been created in Employee Center or directly in SN.If in Employee Center portal then I need to set contact_type to Self ServiceIf directly in SN then I need to set contact_type to Telefon How can I achie...

Kasia5 by Tera Contributor
  • 570 Views
  • 6 replies
  • 0 helpfuls

Advanced Work Assignment

Hello Experts, We have some requirements to auto assign a Ticket to a Group member based on email containing some words. We do have about ~ 40 mapping records for this. Can Advanced Work Assignment functionality come in handy for this requirement or ...

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RM10 by Tera Contributor
  • 374 Views
  • 1 replies
  • 0 helpfuls

Resolved! Assessing Impact in Change Risk Assessment

There are indications that the plugin Change Management - Risk Assessment can be used to assess not only Risk but Impact. For example, when I run a Risk Assessment on a Change in my PDI, I get the following info message: Risk has been set to High and...