When we raised incident using SP Portal, we saw different form for creating new incident after raising it is assigning to assignment group based on company name of affected customer.but if we create incident using technician view (internally under in...
A department uses SLA data extensively to run reports. they keep asking for help with buildingreports off of the same set of tables. they seem to be conducted by dot walking. What could youdo to make it easier for them to build their reports ? write...
I have a user that would like access to manage a specific catalog category. Add/remove items etc. Is this possible? I found where in item designer you could set it at initial request but that isn't relevant here.
Hi All, We have an issue where our agents sometimes put in poor notes, code things wrong, etc, in Incidents. We have a process to review a few tickets a day but this also sometimes falls to the back burner. I was thinking of having something like wh...
Hi! I'm having this error on the Ask for Approval action in Flow Designer:"Saving plan with context id: de8ca51ae4554650b7cd67cb38c46184 failed with error: com.snc.process_flow.exception.ProcessAutomationException: error updating the flow context".I ...
I have a OOTB BR on Task table - 'metrics events' which runs after every insert, update and delete of the record. Now we have custom BR on incident table which runs after the state is changes to Resolved or closed. Now here, whenever incident is res...
Hello Team, Child incident should be created based on Affected CI when we click on "create child incident" option in "Action on selected Items" in that incident. This is an urgent requirement. If anyone already worked on it. Please let me know. Thank...
Hi All, I am implementing scenario of transform map script in which I need to check if category array contains element of source category and perform few tasks . But in attachment at 12 number line index is always return -1 even if element is presen...
I have a customer that subscribed for ITSM Pro licences that comes with 1 Agile Team license (PROD12492). 1. How can customer activate the plugins? 2. What are the typical use cases and features available? Thank you.
Hi, If ticket is assigned to inactive user, push the ticket back to open / new state , remove the assigned to user, add a work note stating assigned to is inactive hence assigned back to the assignment group (Incident and Request) How to achieve this...
HiHow to assign automatically Assignment Group based on Category by using Before Business Rules (Scripting).If Category is Software, then Assignment Group should be Software andIf Category is Hardware, then Assignment Group should be Hardware andIf C...
I'm getting this weird behavior out of my Knowledge article templates. When I create an article off a template and leave several fields blank, this publishes correctly, and those empty fields do not appear (as desired). When I make revisions to the a...
hi alli want to create a report on average time taken by a assignment group to resolve each incident which are assigned to them in a week can any one provide relevent solution for this
Good afternoon Hive Mind I wondered if anyone could help me add a column to the OOB Change Schedule? It's a great tool to visualise the calendar but would be much more useful if the short description was presented in the main columns instead of havi...
How can I populate all variables in the notification from the submitted catalog item. I tried updating it with email script but the variables are not getting populated.
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