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Resolved! how to force new Manufacturer records into the global domain.

We now have a business need to make sure all new Manufacturer records are in the global domain.  Currently the records is created in the domain of the person creating the record.  Other than that, the manufacturer record is sent to the default domain...

Database views for request item software request approvals

I've been working on creating a database view for software approval requests.  I'm trying to specifically report on request item approvals (regardless of state) for Software Requests.  Can someone help me if there something I need to fix with the dat...

BH14 by Tera Contributor
  • 448 Views
  • 5 replies
  • 2 helpfuls

How to create a report on tickets "worked" per agent/analyst?

I'm looking to create a report for our IT Operations director that will show how many tickets are "worked" by an IT agent or analyst. Reporting on the number of tickets created or resolved is easy enough. However, we're looking to account for those t...

mschubert by Tera Contributor
  • 2208 Views
  • 3 replies
  • 1 helpfuls

Resolved! Pasting screenshots into requests or incidents

Is it possible to take a screenshot of a users PC and paste it straight into the incident you are currently working on so it can be escalated with detail and efficiency? Or, does it require the first level technician to take the screenshot, save it o...

jpitts by Mega Contributor
  • 15870 Views
  • 15 replies
  • 7 helpfuls

Empty spaces in Catalog Tasks List view for Itil users

Hello All, Requirement: We want to restrict "App Engine Admins" group sc_tasks to other group members even they have itil role. For that we created a New ACL, if the user is not member of App Engine Admins group then he will not see the App Engine Ad...

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Abdul333 by Tera Contributor
  • 422 Views
  • 5 replies
  • 0 helpfuls

Attachment preview not available to user

In agent workspace whenever we attach a attachment for ex: image we can preview it …Admin can able to preview it but user is not able to preview it though he hs speacific roles like ITIL, agent_workspace_user. Also i checked ACL so the read acl on sy...

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How do you tell if an Attachment is encrypted

Hi,Does anyone know how to query the sys_attachment table to tell if an attachment is encrypted or not?  Is there another table that needs to be looked at?Thanks,Victor

Victor43 by Tera Contributor
  • 928 Views
  • 2 replies
  • 0 helpfuls

Validation in Service portal

Hi All,I have below requirement In one of catalog item in the service portal when ever user select Target delivery date, Start time, End time and location variables. ( All variables have select box type) and user submit the ticket. after that when ot...

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keval3 by Tera Contributor
  • 252 Views
  • 1 replies
  • 0 helpfuls

Script include

Hi All,  I have a requirement to populate a set of value in a lookup select field 'Department' which is getting values from Department table based on the lookup select field 'Business Unit' which is getting values from Business Unit table.  My soluti...

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Nipan1 by Tera Contributor
  • 633 Views
  • 12 replies
  • 3 helpfuls