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Getting a true "first contact SLA" stop condition

Hi folks, I'm looking to have a stop condition on an SLA based on the actual comment to the requester. It is my understanding (although please correct me if I'm wrong) that the default stop state for First Contact Resolution is when the request is as...

amarks by • Tera Expert
  • 481 Views
  • 1 replies
  • 0 helpfuls

On order guide i have requested by and opened by the same person

I copied an order guide and made some changes to it. However, when I submit a request, the issue arises where the 'requested for' and 'opened for' fields display the same person, even though I selected correctly during submission. The original order ...

sala1 by • Tera Contributor
  • 319 Views
  • 1 replies
  • 0 helpfuls

SLA configuration

Hey guys, what's up ?  First time here. Im new in the SN world and need a lil bit of assist.   Im trying to configure one service catalog item, with conditional SLA task .Let me try to explain:If in the request item , the caller  choose option A, sta...

Resolved! Change Variable Question based on Condition in Catalog Item

Is it possible to change the question value based on condition? For example, we've a catalog item wherein multiple variables available like:-service provider(multiple choice[a,b,c,d]).-request type(multiple choice--[x,y]).-account number(single line ...

Display UI action even if list has no records

Hi All, I created a UI action , when we click on it it opens a dialog box which shows list of records based on query filter.When list is not empty, then other two UI actions "X" and "Y" are visible at the bottom of that popupbut when list is empty or...

Veronica11 by • Tera Contributor
  • 641 Views
  • 3 replies
  • 0 helpfuls

Resolved! Is there a way to get SLA Breakdowns to work with past SLA data?

I'm looking to use SLA Breakdowns on thousands of old records with older SLAs (all with metrics, etc., tracking assignment), but I can't figure out how to populate SLA Breakdowns with that old data. Is that even possible? Or do they only work with fu...

User/ group based on Home page

Hello Experts,It is possible We want to achieve one of the workspace page as home page for particular user/groups.remaining users log in home page is as usual.I have created a new user preference. Name - my_home_navigation_page.system - truevalue- "U...

Move steps in flow designer

I'm trying to rearrange the steps in my flow but it's not allowing me to move it.  It highlights my selection and when I drop it does nothing.  All I see is a javascript:void(0) on the screen.  What am I doing wrong? 

jaubert by • Tera Guru
  • 1535 Views
  • 3 replies
  • 0 helpfuls

Default view not ticked

I spend most of my time in change management and I find that towards the end of the day when I open a change, the view is incorrect. If I go to the view submenu, Default view isn't ticked, in fact no item is ticked. If I select Default view then it w...

Community Alums by Community Alums •  
  • 761 Views
  • 5 replies
  • 3 helpfuls

Resolved! RITM Calculate Total Cost

Hi all, Looking for a way to calculate the total cost on a RITM record.  Quantity and price are OOB fields, but I have added a total cost field (u_total_cost).  Simple multiplication needed:  quantity x price = total cost.   I can't believe this isn'...

smithro by • Tera Guru
  • 945 Views
  • 3 replies
  • 0 helpfuls
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