I have a need to have an alert popup on an incident record should the called be a "full Service Customer". Our helpdesk services both internal "Full Service" and external "Non-Full Service" customers. I was wondering how do I go about doing this. we ...
I'm trying to create a report that shows who is on call today. I've been able to make some progress on this by going to “On-Call Scheduling” > “Reports” > “Schedule Report” and selected all under “Available” moving them to “Selected” and clicked “Run...
Hi All,I have a requirement, where would like to show some message with different links on a catalog item. For eg. If I am ordering catalog item from selfservice view, I need to have a different message.and when it is ordered from portal, it should b...
Hello, i have a catalogitem where the logged in leader user will get a list of all employees under them. The issue is i know how to do this with a map to field, but its a catalog item. How do i make it so that the logged in user gets all the employee...
I have one requirement to show the group names from list collector after entering the 4 Characters.it should show the group name starts with those 4 letters.@harditsingh Can you please help here on this requirement.
Hi All, I'm looking at our new starter process at our firm, we are moving over to a requested item from a service Catalog item that HR can submit. When this happens it creates a few Catalog tasks for setting up through the use of flow designer.But on...
Hello, Can anyone please help on the below requirement. In change request in the related list there is impacted services/CIs present. I need to make mandatory it if impacted services/CIs has not been added in the change request. Could anyone please...
Hi am trying to generate the reopened cases sn_customerservice_case. i dont see reopen count field but i see only reassignment count and previous state. please help with generating the reopened cases with these available fields.
Needs to transfer the incident from inprogress to New to another queue, Currently incident is in Inprogress state in Queue1. trying to transfer via postman, while trying state is not changing to new still its in inprogress. Below is the json I have p...
In an Incident Record, when saving from "In Progress" to "on Hold" state and "On Hold Reason" is "awaiting caller", and click "save", the incident record is moving back to In Progress and not keeping the "on Hold" and "On Hold reason". Imagen 1 You ...
Good morning, I have created the following business rule on the interaction table:Copy Chat Transcript to Related Incident:It is an after/update with one condition - State is Closed CompleteThis is the script:(function executeRule(current, previous /...
I have a requirement to be able search for a CI by not only name, but by IP address as well. I have added IP address to the ref_ac_columns so far but am unsure how to make it so they can search by the name IP address and return the correct device. ...
I have encrypted fields named 'Account Number,' 'Card Number,' and 'Member Number' in my requested item. When I search for these values in the global search to find the RITM, the records do not appear in the search results. I also tried searching usi...
