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 ...
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 ...
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_...
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...
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, ...
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...
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...
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...
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,...
@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...
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...
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
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...
Hi , I am currently working on few use cases where I am facing a challenge on one of the use cases, which is described below. In the change request form, when we select "Impacted application" as "xyz" or " Affected CI" as "123" or "Service Related C...
If the User's Preferred Language is English, and user clicks on announcement it should be redirected to the KB Article KB100, andIf the User's Preferred Language is French, and user clicks on announcement it should be redirected to the KB Article KB2...
