When an incident ticket is created and a CI is identified as tarkget for incident, an SLA task is created if an SLA si defined for that CI. (Is that a correct understanding?)Question: what happends if the CI was not correct from the beginning, and we...
My goal is to be able to "retire or decommission" a CI. Using the Server Class, I will use a Windows Server as an example. In our environment, we can retire a server running Windows, then bring it back online as a Linux machine. For reporting purpose...
When I go to 'All > cmdb_ci_list.do' to see all of our configuration items, I see 718,672 items (no filter or conditions set) However, when I am on a Change record, and click on the magnifying glass icon for the 'Configuration Item' field, I only se...
Dear Community members, Good Day! Hope you are doing well. Could someone please help me with an issue where a field of choice type is not editable in list view for ITIL users. However field is editable on the form view. I have checked below in order...
Hi All, I have an orderguide which contains 4 catalogitems . When i select 2 catalogitem suppose apple ipad3 and apple iphone 6s and then go to choose option. In that section there is a field called portfolio which is a reference field that refers to...
HI Team,Am trying to send a survey via notification.Survey is created when the state is moved to resolved.the assessment instance for the respective survey is also getting created. But when am trying to get the link for survey via the email script, i...
I am using below business rule script to calculate the problem task duration. It is working fine in my PDI but it is not working in Customer Instances.Any suggestions would be very helpful.Thanks in Advance.//Script(function executeRule(current, prev...
I have a requirement to add/remove manager from a group when the group manager field changesI tried the below code through BRRun :aftercondition: manager changesvar previousManager = previous.manager;var currentManager = current.manager;var myGroup =...
Hi everyone,I am encountering an issue where a newly created sc_task does not automatically attach to the related RITM when created manually. I’ve attached a screenshot of the form for reference (see below).Can anyone point me to the out-of-the-box s...
Hello every one i created one variable type as a "time " by using Uipolicy script it's working on form view (try it view ) But for end user view like service portal view not working please suggest me the solution
Hi,I created a new view in the user table, now all the ITIL users can able to see the new view. But I want to give access to this view for few particular groups only, and other itil users who are not in the mentioned groups can't able to see/ open th...
Hello everyone can someone guide me through this need i want to stop sla on incident task when incident priority is not p1 or P2. ( i tried to dot walk the field incident in incident task but not working)
Hi Team,Can I know the end to end configuration for getting a popup window in incident form for below scenariowhen incident is in "on hold" state and I click on a Ui action "In progress" then a popup needs to come,where it asks the user to type the "...
Hi All, I need to write a script to create a record on existing table in SN. Can anyone please suggest the format to write a script? Thanks..
Hi, How to get Case Types, Total # of Cases, Avg Days Open and Percentage in one report.Can anyone please help on this, It will be helpful. Thanks!
