I've set up an Advance Work Assignment scenario--queue, service channel, etc for incoming incidents. Works fine. Looks pretty cool. But, I find the auto assignment misleading in the documentation. Yes, it automatically assigns the incident to a g...
Hello all, I wonder if anyone can shed any light on the below issue ?Record update - I'm updating some records via transform maps, One of the field maps is using an IF statement (example below : This used to work fine but now when i run my data in i...
On our incident form we have a UI action named "Escalate." Is there a way to create a report to see who has clicked on that UI action button?The reason for the ask is trying to see which of our level 1 agents are clicking the escalate button. Wanting...
Hi I have requirements : there is a Custom table A and its extending to User table and then i want to check those users roles. Which is in Custom table and How many roles have each user. There is a possibility to repeat the user name in custom table...
Hello I'm trying to configure a change calendar using standard reporting. I'd like to show the full duration of each RFC, however "event to display" does not allow me to select an option which will show this. I can only select one specific date for t...
Hi Team, I want to display the variable in notification which is available on the catalog form, i will create the notification on sc_task table, before that Can anyone suggest the sample email script here. Assume variable name is "requestor". Thanks ...
We are trying to calculate total time duration in pending status
The CAB Module currently configures attendees for any CAB meeting by pulling in CAB Managers, CAB Delegates, CAB Board Members, and the 'assigned to' field for individual change requests. Please change this to include the 'Change Requester', 'Change ...
Hello, I have an after update BR script that inserts a record in a table or updates an existing record. For both scenarios, I have two different but similar messages that are in the BR. The problem is that the message is displayed and it doesn't di...
Hi, We have a custom Table[u_forum] and it has a Reference Field Problem which is Referring all the Problem Fields. Now we want to add 2 Problem Fields [Problem.Root Cause & Problem.Accountable] to the Available list of Custom Table while Personalizi...
Hi Team, I want to display the variable in notification which is available on the catalog form, i will create the notification on sc_task table, before that Can anyone suggest the sample email script here. Assume variable name is "end_date_time". Th...
Hi, How can we set the reply to, to cc, bcc fields using email_client. I have set the email_client=true on the collection dictionary entry. I am not able to see the reply to field auto-populated. How can we set this?
Hi all, I need to populate reference value from variables in orderguide to request item and catalog task. If user having data it will populate. If user not having particular data in user record, it should be manually filled by user on form. So we a...
The requirement is to create a button "Create Request" in the knowledge article view, which can be seen when the customized field "Push" is set to Request and the "Create Incident" in the knowledge article view, which can be seen when the customized ...
is it possible to create categories for topics in virtual agent? I want to have multi level menu in show me everything topic. Best Regards, Daniel