in service operation record information for incident sla i have to show the business time
in service operation record information for incident sla , I have to show the business time but it is showing the actual time
Forum Posts
On-Call Schedules Contact card
Does anyone know if it's possible to change what fields get shown for the On-call profile card when you click on an On-call calendar profile? It's currently only bringing up the phone and I want to add the mobile phone field. Thanks,Victor
Display list of records based on ui action on ui page in workspace
Hello,I am trying to get record details based on my custom table form in workspace. I have 4 fields on my form, last name, first name, gender and dob. If a user enters value, there is a ui action checks the user info from my custom table based on the...
Unable to hide 'Cause' section
Hi Team, I'm trying to hide the cause section which is available on the incident overview page of the service operation workspace.and I tried creating a UI policy on Global Scope app and Incident Management for SOW scope as well. But it doesnt seem t...
Add database view to workspace left navigation list
I just now figured out: indeed it's possible to add a database view to the left navigation lists list: When you configure the sys_ux_list you cannot select database views.However: by using SN Utils, kudos to Arnoud Kooi https://www.arnoudkooi.com/, ...
Resolved! UI Builder: Tab title in SOW
Currently when you open a ticket in the SOW, the ticket is opened in a new tab. Can anyone tell me which page or variant this is? The title of the tab is the ticket number that we've opened. I'm not sure if this is something that can be changed.
Grouping "My Lists" and Making Groups Collapsible
Hello, In the SOW in the new UI, the system provided Lists are grouped together by interactions, requests, incidents, etc. However, when creating personal lists under the My Lists tab, newly created lists are just added and the only organization is r...
Options when Reassigning Cases
My team and I are looking for advice/guidance/thoughts on reassigning cases and having the agent select a reason for reassigning the case. BackgroundOur group works in HR and we are the Tier 1 support for an "Ask a Question to HR" request, which is m...
Configure upcoming tasks on SOW
Currently this shows up for tasks that have a due date selected. I was wondering if it would be possible to configure it so that tasks created in the visual task board would also show up as they have a due data field on it already.
How to Hide UX workspace form buttons using client script?
How to Hide UX workspace form buttons using client script.im trying to hide "close task" button on sc task on workspace only for a particular catalog item, which normally can be hidden via onload client script like this var action_name = 'close_sc_t...
Resolved! Email not appearing in Catalog task in service operations workspace
Hi,I want to add email option in the service operations workspace of catalog task. I want to include it in the more option. I have attached the screenshot below.
Attach Knowledge Article to case without knowledge_admin
Hello From what I gathered only users with the knowledge_admin (or admin) role can attach a KBA on a m2m_kb_task. There is an OOB ACL controlling this. What would be the best approach to let agents attach existing KBAs without knowledge_admin role?In...
Resolved! Abandon All button not visible on walk-up location queue in workspace
Currently when I open walk-up location queue in workspace I couldn't able to find the "Abandon All" button. Appreciate your help. Thanks in advance
Piece of code so only visible to a certain group?
On here is it possible to write a condition so that only members of a group can view the button?
Resolved! Master Quick Links
Is there a way you can set a quick link to show for everyone? As they are personalised currently and want to put some on there that everyone can see?
