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.
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...
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...
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...
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.
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...
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
On here is it possible to write a condition so that only members of a group can view the button?
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?
In the workspace you can click the plus and it presents you with options of a ticket you want to open. I want to remove new change request and new problem. How do I go about doing that?
Does anyone know how to hide options in the blue sidebar in SOW?
At a glance icon not showing in Service Operations Workspace only for Type Walkup. Request if you have any inputs.
We are currently working on a Knowledge management project and reviewing how agents can effectively access SOPs documented in KB and attach them to the incident, catalog task, or case via Agent assist in Service Operation workspace or HR Configurable...
Hi,I want to change the form headers that appear in the Service Operation Workspace for the different lists in the CMDB (attached images below). SOW is primarily where they will be working currently. From what I understand, I need to create a record ...
So currently on an interaction record when you click on 'create a request' it takes you to the service catalog to order something. Which I want to change.However I want this that when clicked it takes you to the sc_request form to fill in and submit ...
