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Creating report showing escalations

hi I need to create a report that shows escalations from one Tier to another, for example Tier 1 has 200 total tickets they closed 100 escalated 100 to Tier 2 so the escalation rate is 50%. I cannot find a way to create a report of this type. Any ide...

Resolved! How to switch record form tabs in ATF

I plan to use ATF to take screenshots of all field values on an incident record form. Is there a way to get items whose sections are separated by tabs?I've created a test, but it doesn't seem like I can switch between tabs.The product documentation a...

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bonsai by Mega Sage
  • 1313 Views
  • 11 replies
  • 0 helpfuls

MFA stopped working

Hi,I have a particular problem with MFA. I had no trouble logging into our non-production instance using different web browsers from one laptop.Suddenly MFA only works properly in the first web browser you used to log in after turning on MFA. When I ...

Milan11 by Tera Contributor
  • 1373 Views
  • 3 replies
  • 0 helpfuls

List Collector slush bucket to be shown

Hi folks, I created a a list type field on my custom table.I want to show in slush bucket style.Currently it is showing only like a locked icon and when clicked it is showing only a square box reference kind of. So, can someone tell me how can I show...

Sravanthi10 by Tera Contributor
  • 535 Views
  • 6 replies
  • 0 helpfuls

Resolved! Creating a Report for response duration within Hours of Operation

Hello, Hopefully this is the right forum for this, if not please point me in the right direction to repost this elsewhere. I need some guidance on how to make a report for our response duration but within our hours of operation.For example, I want to...

anyl by Tera Contributor
  • 793 Views
  • 1 replies
  • 0 helpfuls

Extract Variable from Record producer to Interaction

Hi team We have an often used record producer at the front and centre of our Customer portal which becomes an interaction for triaging into either an incident or a request. I would like to extract some or all of the detail from the variable and place...

Spade by Tera Contributor
  • 370 Views
  • 5 replies
  • 0 helpfuls

Customizing SPM for Lifecycle Tracking

We're looking to set up a system to track entities throughout their lifecycle, from introduction to completion. After digging into Service Portfolio Management (SPM) and its modules, it seems like the idea-demand flow might be a good fit for our need...

Resolved! How to clear Choice field via Easy Import Update

Hi all,With the function "Easy Import" (Import External Data into *name of table*), I would like to clear choice fields of existing data, but through various attempts the field is not cleared but the choice entered previously remains. To avoid misund...

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UI Action scripts to copy the current record

Hi, I have created a client side UI action which copies the current record and opens a new record in classic view.However, I have since discovered a neater way of doing it after seeing how it is done for the workspace and wondered if anyone could giv...

CCZMAX1 by Mega Sage
  • 471 Views
  • 6 replies
  • 1 helpfuls