variables not visible to a user.
Variables on the sc_task is not visible to a user.This happens only on one catalog item. also only when the created by user is the requestor.So far, we have identified only one user impacted like this.
Forum Posts
Question on Walkup experience enabled in ITSM
Hi All, I have recently started exploring the walkup experience module for ITSM Suite.I have few doubts before I start implementing it. Current scenario : We will configure the walk up location queue where condition is set up like channel is walkup a...
Knowledge Dashboard: I need to show approval data for 2 level approvals in the Knowledge Module
We currently have 2 step approvals for our knowledge articles1st Level is for Ownership Groups approval2nd Level is for Knowledge Base Owners approval The problem that we have is that when we filter out articles that are for review and approvals, we ...
Hide the name of agent/technician when posting work notes / Comments (visible by customer)
Hello All I'm trying to configure a setting to hide/replace the name of the agent who Posts Work notes or Comments (visible by customer) in Incidents or RITMs. I created a generic user account ( Support Team ) and created a business rule with its sc...
Approval History Not Showing Impersonation / Delegation Details
Hi everyone, I have a requirement to display impersonation and delegation details in the approval history. Based on this explanation, it should be possible by setting the following system properties to true:com.glide.hub.flow.approval.show_impersonat...
When trying to change the group user receving error
Hi Team, I have user, user is trying to change the group on incident form, receiving below error. User has updated the work notes as well, still receiving same errorUser is having itil role. it is working previously. All of the other team members ...
hiding annotation
I am using this script to hide annotation but not working. I have the annotation id set and get the alert printed but it doesnt hide. Any ideas on how to fix this?function onLoad() { // Check if it's a new record if (g_form.isNewRecord()) { ...
on click of button email CC and To will be populate
Hi Team,In incident form I have created one button called Email when ever user clicks on that button email window will pop up in that email window I want to add CC as caller id. and TO as Abletuter's id. kindly let me know how to do it. and it is pos...
I want to add empty space line in email body of Notify Change calender OOB Notification
Hi,I am trying to add empty line under Hi there, in the email body of Notify change calender oob notification.But it is not reflecting when the email has triggered.please help me.This is the Code:<div>Hi ${assigned_to.first_name},<br><br></div><div>&...
Approval History not Showing Delegation / Impersonation Details
Hi everyone, Based on this explanation, showing delegation and impersonation details in approval history should be possible by setting the following system properties to true:com.glide.hub.flow.approval.show_impersonate_audit_comment (value: true)co...
SOW remove Compose Email
Hello everyone,In the Service Operation Workspace, I’d like to remove the email-sending functionality from the Compose box. Does anyone know how to proceed with this in the Vancouver version?Thanks, and have a great day! Thomas
In the list view New Button is not showing for users In Reports List
Hi Team, In the list view New Button is not showing for users In Reports List. As a admin I am able to view that, but users are not able to view
Resolved! Standard Change Record creating duplicates
I have an issue where some Change Managers are creating a duplicate Standard Change Form/Record when they create a new Standard Change via the SC Catalog Template.This doesn't happen for all users.He's what we're doing 1. Navigate to [Standard Change...
Resolved! Integrate a Calendar Report (used to show changes) to Outlook
Hi, I've created a report (calendar type) that shows all the upcoming changes which is currently available to managers via a tab on a Dashboard. I'm being asked if it's possible for this to be integrated / visible as a calendar within outlook in real...
How to build a report 1st handled the ticket user when incident is created
Hi Community, I need to build a report for the ServiceDesk team that identifies, for each incident, which team member first responded by making an update—such as changing the ticket state or modifying the assignment group. I know we can track changes...
