Hello ! Our business hours are 5a-7p M-F excluding holidays. So business days are 14 hours long based on the schedule applied to the SLA. When you pull the business elapsed time into the report its calculating 24 business hours as 1 business day in...
I am experiencing an issue where on the RITM view, the work notes field is not available even though it is configured correctly in the form layout. Additionally, the activity filter will not open up. However, it works correctly for other catalog item...
Hi,I have created new ACL for 'sc_task' table 'state' field with the new role - 'internal'I have provided 'internal' role to 'X' user, but this 'X' user is unable to edit the 'state' field.I have checked there is no ACL's for 'state' field. but user ...
Hello community,I would like to disable the popup modal that appears, when clicking on the declarative action Promote to Major Incident in the Service Operations Workspace. How could I achieve this?Thx you for your help.
We are facing an issue where the agent closes the interaction, the state of the interaction changes to closed complete but still the interaction remains open as the end user is able to send the messages on that chat.what can be done?
Where to find the saved checklist item? Under which table the checklist templates gets saved? Can this be reused liked the assessment and survey?
Hello guys, does ayone have a clue how to set a custom notification when a particular group is assigned to ticket? Lets say we have a group 'TeamA'. So I would like to get an email notification when 'TeamA' is assigned as group for solving a ticket. ...
Hi, I'm trying to configure a flow in Flow Designer where the second and third catalog tasks should be triggered 10 business days after the first catalog task is closed.To achieve this, I added a Timer activity after the first catalog task, setting t...
Hi all,In our current configuration, when clicking on "Reassess", a pop-up window appears, I’d like to add free text field labeled "Justification for Reassessment" right after the "Days to Overdue" field in this pop-up.(Screenshot reference: "Pop-Up ...
I can rearrange the fields using the form layout, but in the Service Operations Workspace, the 'Short Description' and 'Description' fields always appear first. I want the 'Number' and 'Caller' fields to appear at the top instead.
Your customer complains that when their users clickon the Configuration Item magnifier from the Incidentform, that they are overwhelmed by the volume ofCIs to choose from. They want to exclude certaintypes of CIs from the CI lists on the Incident. Pr...
Roles control which users can perform which actionson a change record. What are actions, which cannotbe performed by anyone, even an administrator?(Choose two.)A. Update Change Type on an existing change recordB. Delete a Change recordC. Delete a Sta...
I am trying to create a report on the Approver (sysapproval_approver) table but unable to pull the Catalog task number in the report. Tried getting it via dot walking Approval for+ but it is not showing the number. This particular catalog item has on...
On a Change Approval Definition record, what doesthe 'wait for' condition define?A. Whether the change approval is sent to an individualuser or a groupB. The state the change must be in before the approvalnotifications can be sentC. The number or per...
