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Ticket De-escalation Best Practice

We are looking for industry best practice regarding ticket escalation/de-escalation specifically around NOT sending tickets back to tier 1. Looking for a source to reference...maybe ITIL and HDI.

Modification in the age of the bar graph of the report

Hi,We have a requirement wherein we want to modify the X axis of the report. So far we have a graph showing aging tickets greater than 2 months but we need to differentiate among those tickets like tickets age from 2 months to 3 months , 3 months to ...

JayasuryaJ by Kilo Contributor
  • 425 Views
  • 2 replies
  • 0 helpfuls

Resolved! Flow gets triggered sometimes its not mappings the data

Hi, We are facing issue with flow designer we have created request flow for mappings of data, but the issue is sometimes flow gets triggered sometimes its not means the mappings are not working sometimes. we have checked properties & kept it as syste...

mania by Tera Contributor
  • 544 Views
  • 10 replies
  • 0 helpfuls

Right click menu is not working on some records

Recently we discovered that some of our computer records do not allow the right-click context menu. We use this quite a bit to save and reload forms, as I am sure many do. It's a random issue it appears. What I would expect What we are finding in som...

jbasa_0-1685020210573.png jbasa_1-1685020247765.png jbasa_4-1685020428470.png
jbasa by Tera Contributor
  • 3312 Views
  • 6 replies
  • 4 helpfuls

Resolved! Can we connect ServiceNow to externaldatabase

Hi All, Can someone please help me on the below query. 1.Can we connect ServiceNow to Database connectivity. if yes how?2.How can we fetch the particular message (like short description) from the job response (JSON response) through the flow designer...

nikhitha24 by Tera Guru
  • 357 Views
  • 3 replies
  • 0 helpfuls

ATF Possibility for E-Signature pop

On the table, once click on "Approve" button then E-Signature pop will display and need to enter username and password. Can we do this scenario in ATF. Can anyone please help on this ATF possibility.

Rishi14ta by Tera Contributor
  • 359 Views
  • 2 replies
  • 0 helpfuls

Import sets

In a custom table there are two fields field1 = naveen and field2=sasi are inserted one month back and recently 2 days same fields are inserted with same field values in the same custom table then remove the if the duplicate records are found and rem...