Hello, I'm trying to find out where is the knowledge search configured in SOW for agents? In my current scenario it is using Zing search as default search application. I'm trying to add set of knowledge articles visible to agents using a custom field...
when I select any one option from the dropdown + icon. like new Incident. I want this new incident page should route to specific view. If anyone know how to do that, please let me know.
"Requester information" tab is on record Interaction. Is it possiable to add this tab on the Incident record? It shows: Requester has recent incident created in last 7 days? Or if it is possiable that I can add "Requester has recent incident created ...
Why agent assist return 0 when I search some words? I can view these words in the search scope (e.g. incident, KB), I heard it's because it's in the stop word table or stop index table? Is it true? Will the stop word table change as well? How shall w...
Could you pls share any sessions related to Service operations workspace after Vancouver upgrade.I see the June 2023 session. Any sessions after that related to Incident/Change/Service Request Management process.
Hello All , Need some Help in Making changes to the Home page on SOW Workspace Basically I need to Show "Unassigned Incidents" only when we select your team work and should be hidden on your work , Can anyone help how I can hide this @Maik Skod...
Hi,While I open RITM, in related list , i want to create new catalog task. 'New' button is displayed but no action for it. How to add action to that button. Also, when I create sctask in native page, in SOW it has added in tasks(actually it has to be...
glide.ui.show_template_bar.u_password_resets' from scope 'Service Operations Workspace Core' has been refused due to the property's cross-scope access policy. I am clicking the UI action from SOW after creating an interaction and getting this message...
Hi,I'm trying to hide "New" button on catalog task in related list of RITM record in service operations workspace. How to do this can anyone help me on this.Attaching image for reference. Thank you,Jyothi
We'd like to default values on the filter for reference field "Configuration Item" model on incident form on SOW.Example: ITIL user create an incident from SOW. They select the spyglass on "Configuration Item" field. The window pops up with filter an...
Hi, when a customer comments on ESC, the case will reopen as ready. However, the case does not appear on the HR advisors 'assigned to me' due to filtering I believe (it looks at active records), but when removing the ''active'' filter I can find th...
we have "Compose Email" button on the incident form. After send email, it doesn't capture the email to the incident activities. OOB has "Email" button on the Compose frame on the incident form. After send email, it displays a message: Email sent!. It...
We are facing a problem in the Service Operations Workspace where rendering a form for a record with numerous related records is time-consuming. For instance, loading a problem record with 6000 related incidents takes approximately 25 seconds. I also...
Hi,I have asked to hide additional comments that displays in request form in SOW. How to do it can anyone pls help me on this.Attaching image for reference. Thank you,Jyothi
Hi,I have requirement that as end user , If i create a new favorite list with specific filters "My List" , i should be able to share that list with specific user or group.Is there any way to do this.Please mention the steps , if it possible.
