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Clarification on “AI Available” Presence Status in AWA

Hi Everyone, We are getting ready to go live with Advanced Work Assignment - no customizations, all out of the box. While doing a final testing I noticed a new Presence Status of AI Available. Can anyone help me understand where  the new “AI Availabl...

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Gemma4 by Mega Sage
  • 538 Views
  • 2 replies
  • 0 helpfuls

how do you add new actions to the Actions on selected rows

I want to be able to create actions (such as adding a Problem # to a group of incidents) that you would do using the "actions on selected rows" button.Different actions depending on the situation (closing a group of tickets; adding a change or proble...

vickiharpe by Kilo Contributor
  • 14844 Views
  • 7 replies
  • 7 helpfuls

Unable to recieve Survey emails once Interaction is closed

Hi Team, I have created survey for Interaction table and i have added few trigger condition when state is changes to closed and type is phone or chat, assigned to is not empty etc.As per OOB survey email should trigger but my case am not.Below are co...

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Mounika B1 by Tera Contributor
  • 533 Views
  • 4 replies
  • 0 helpfuls

SLA Duration Types

<p>Hello Community,I am working on configuring Service Level Agreements (SLAs) in PDI and would like some guidance and best practices regarding SLA Duration Types , Explain all types.Specifically, I want to make sure I am choosing the right approach ...

How to add parent RITM as a pdf along with Variables on email

Hi Community,I have requirement to add parent RITM along with variable as a pdf on emailhow to achieve this with email script?use below code in email script but it will generate pdf with fields only not variables :-var pdfLink = gs.getProperty('glide...

shweta14 by Tera Contributor
  • 238 Views
  • 2 replies
  • 0 helpfuls

Resolved! Contact Type not getting set through portal

Requirement is if a case is created through portal the contact type should be set as portal, if created through email the type should be set as Email. For Email it is working fine, we are setting through Email 2 case flow But through portal it is set...

gazalagrawa by Tera Contributor
  • 1860 Views
  • 5 replies
  • 0 helpfuls

Resolved! SKU

What is SKU ? I heard this term multiple times from people. csm SKU.. SKUs subscription..etc. Can you please explain in simple words ?

camran by Kilo Expert
  • 14191 Views
  • 5 replies
  • 21 helpfuls

Email with same watermark getting treated as New Email

I am sending a reply email to instance (without any RE or FW) but having same watermark (ref tag) of the email. It is working fine in one instance where the email is considered as reply and got attached to existing record while in another instance it...

gazalagrawa by Tera Contributor
  • 757 Views
  • 7 replies
  • 0 helpfuls