If an Incident has been reassigned to a new person, send an email notification to the old assignee and the new assignee.
The recipients of the email notification should contain the old assignee and new assignee. How can you do this one?
Forum Posts
Resolved! Hide / show UI action based on change of field on form
Hi everyone, My requirement is to show and hide UI action based on change of field on form . Form that I have created on change client script but it is not working properly . Can anyone please help me. And my UI action: Thanks in advance cc: @An...
How to know if an agent opens the agent workspace
Hi folks, I am setting up Agent Workspace, and want to send notification to specific group/people if an Agent opens the Agent Workspace. Is there anything happens when workspace is opened, for ex.- some value is stored somewhere in the platform/somet...
Resolved! Flow Designer not triggering when trigger has filter
I have created a rather simple Flow that works against a custom table extended from Incident. I want the flow to run when a new record is created via the Service Portal (Record Producer). Tickets are able to be manually created, but those should no...
How to track or display the email sent or received
Hi, we have a requirement where we have status field(choice). when the status is internal query pending we are sending a mail to internal team through email client. is there any possibility to track the mails. If we are having admin access we can see...
Is there a way to highlight form fields in Agent Workspace?
On the Platform UI, you can create Field Styles to manipulate features such as background color. Is there a way to do this on Agent Workspace? There are list field highlights that allow you to highlight the fields in the form header, but that's not w...
Display name in place of sys_id in reference field?
Hi, In a reference field I am seeing the sys_id instead of the names of the record. I want to see the category name in the reference field but instead i am seeing the sys_id of the record. Display value is true for category field in category column ....
Custom List Column isn't filtering properly.
Background: My instance has a custom list for our "participants". We have two columns "Participant_ID(char)" and "Participant_ID(int)". They contain the same info, except as you can probably gather, one is stored as characters and the other stores ...
Resolved! Why does Email Script return Incident Number for incidents, but returns the Short Description for project tasks?
Hello. We have an Email Notification (Activity Stream @Mention Email) which uses an Email Script (ng_activity_mention_body). The same notification and email script are used for Incident records and Project Task records. We have noticed that when th...
Add New tab to Faceted Search Widget
Hi Team , Please refer below image of OOB "Faceted Search" widget. I would like to add new tab ( I observed that these auto populated based on AI Search Application) and on click of that tab I would like to call "search Page"(custom) widget. There ...
Typeahead not working in AI search
Hi Team , We have enabled AI search recently in our instance and we have noticed that typeahead search widget is only showing suggestion but not the typeahead. Is it a expect behavior or we are missing some configuration?I have checked system propert...
Resolved! I have created flow to create Incident and its child incident but I am unable to see child incident in Parent incident?
Flow Designer should start when Incident is created with Short Description contains “Flow” or “flow” word.Create 4 child incident for the same incident where Flow Designer has been triggered. Caller same as parentFirst Incident Short Descript – Task1...
Resolved! Enabling the San Diego Next Generation UI (Polaris) on a user by user or group basis
I have seen a few KB articles but I cannot get the method in those to work.I want to be able to enable specific users (ideally groups) to use the San Diego next generation UI but not all those using the platform at once.What I have doneI have set the...
Resolved! How to add template widget to tasks within Agent workspace?
We have a template widget on our incident tickets within agent workspace. I'm wondering how to get that same widget added to task tickets within agent workspace? Screenshot shows the template widget within an incident ticket, that widget is the one I...
Resolved! I have set 'Valid To' date on Knowledge article to 1 year after publish and it is auto populating when I create a new Knowledge article.But if I reject the retire/republish the article Valid To field is setting to 01-01-2100.
I have set 'Valid To' date on Knowledge article to 1 year after publish and it is auto populating when I create a new Knowledge article.But if I reject the retire/republish the article Valid To field is setting to 01-01-2100. I can see there is a Ar...
