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how to modify additional comments field on sctask ?

I've got a requirement where need to modify/add text to field "Additional comments" on Sctask. I have tried changing the dictionary, but it is affecting the RITM additional comments "Change to be done ''Additional comments (customer visible)" need to...

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VedhR by Tera Contributor
  • 447 Views
  • 3 replies
  • 0 helpfuls

Resolved! Question on Order Guides

I am building an order guide for new or transferred employees for application access and/or hardware requests While I was able to build it with the rules (individual catalog items) even if they don't select an item on one of the tabs, it automaticall...

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terrieb by Tera Guru
  • 2312 Views
  • 6 replies
  • 1 helpfuls

Resolved! On hold reasons

how to configure this scenario , What-Review the current on hold reason but only have awaiting caller state to stop the SLA clockWhy-to provide accurate SLA stats. awaiting caller should be the only state to stop the clock. the colleague doesn't care...

keerthana10 by Tera Contributor
  • 1329 Views
  • 20 replies
  • 3 helpfuls

How to add attachments in Email content.

I have a requirement where I need to send multiple fillable documents to end users based on the location during onboarding flow.I have created a Life cycle event for the complete process.In one specific step I need to send out different documents for...

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Ashutosh4 by Tera Contributor
  • 541 Views
  • 2 replies
  • 0 helpfuls

Unable to retrieve the number value from JSON response

Hi,I am trying to load the data into a table by getting Response body from another instance. Anyhow i am able to get the response, but unable to retrieve the valve. its getting undefined. response is : {"result":[{"number":"CHG0030779"}]} script usin...

Kumar147 by Tera Contributor
  • 341 Views
  • 4 replies
  • 0 helpfuls

Resolved! Create Normal Change Button in native view

Hi,I'm facing some issue with condition of UI Action called Create Normal Change. The condition is this as given below: current.incident_state != IncidentState.CLOSED && gs.hasRole("itil,sn_change_write") && gs.fieldExists('incident', 'rfc') && curre...

NishaB by Tera Expert
  • 544 Views
  • 4 replies
  • 0 helpfuls

Clone Visual Task Board

how can i clone my task board? for example, i have a task board of change requests for Applications team and I'd like to be able to clone that list for the Infrastructure team

corbinhicks by Kilo Contributor
  • 4529 Views
  • 5 replies
  • 0 helpfuls

Management of problem record

Problem Manager We would like to have the chat functionality available in the incident form also available for problem task , This will help problem managers have a record of changes added to the task automate. for this requirement OOB or custom conf...

keerthana10 by Tera Contributor
  • 419 Views
  • 5 replies
  • 0 helpfuls