Non-Major problem record
need to add work notes and close the problem tasks automatically when problem record is moved to closed.
Forum Posts
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 ...
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 ...
Resolved! Surveys - Trigger condition to send Survey for Interactions if no Tasks have been associated (Incidents and Requests)
Hi All, I would like to know if anyone attempted to create a survey on IMS Records that trigger only if no Incident or Request is associated to IMS Record. Is this somehow feasible? I tried to reach this result working on Interaction and Interaction_...
Does having too many Rule Bases in an Order Guide affect performance?
I am building an onboarding solution using Order Guide. Our company has about 150 applications and we decided that we will have individual catalog items for each app due to the fact that most of the apps have unique fields. I have heard from multip...
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, ...
Resolved! Cat item Export > to show all data (variables, Available For, UI policies) to user friendly format
Dear Community, how to Export catalog item to display all relevant data, including variables, availability criteria, and UI policies, in a format that's easy to understand for users.I've already utilized the built-in feature to export data in XML, CV...
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...
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...
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,...
Need to migrate custom problem task numbers to oob problem task table
@Ankur Bawiskar We are migrating from custom problem task table to oob problem task table. We need to migrate the custom problem task number to oob problem task table with same task numbers. I tried it by disabling the auto numbering in the oob probl...
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...
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
Display shift timings and available agents on portal page
Hi, let me give you complete scenario what I have done in my instance, firstly I have created user accounts for 5 members. created group with name shift roaster and added those 5members to it. Then in cmn_rota table I have created shifts using this g...
