Hello, We are trying to set up the Chat interactions to route to agent based on skill level. The user picks a product from the input in the actual chat, this gets stored to a context variable and then a condition on the queues determines which queue...
hi. is it possible for user to click a button (YES/NO) from an email, then this value is being sent into RITM or ESC? thanks.
Hello, community! I would like to know how to activate an SLA through a variable with the options "X" and "Y". If it is "X", it will activate an SLA, if it is Y, it will activate another SLA. Thanks
We are using schedule jobs for the follow up notifications where once request closed survey will trigger if survey didn't take by user with in 15 days again the reminder notification will be sent to user by schedule job by using event fired method He...
Need to create SLA based on regional time zone, Suppose Canada user raised the incident and sla got attached and that incident assigned to some Australia user then when that Australia user start looking into the ticket that ticket got breached till t...
"hireDate": "/Date(1682726400000)/", how can i convert this to date format?
Hi everyone,when the state is New and i click on Accept in inbox, case assign myself and state changes to Open-assigned. Where as when the case is Open-unassigned and i click on Accept in inbox, case assign myself and state remains to Open-unassigned...
We have a changes request which creates two change tasks A and B. Both are created parallely and B task is dependant on A Task. So Task B should be closed only after A task is closed. Now since the change is open for only 7 days (this is a requiremen...
Hi All, We have created a standard change proposal. After that, the manager's approval is requested. Once he is approved, the proposal number is automatically changed for random cases. Does anyone have this issue .
my requirement is to clone the current project and apply project template to the cloned project through UI action is it possible? if yes the can any one help me here.
Hello. I have an Interactive Filter with a Filter Based On value of Date. There are a number of default options for Date Filter (last 12 months, last 3 months, last 7 days, etc, etc). One of these options is "Last 2 Years". However, I need a filter...
Hi guys, Am stuck with exercise on ITSM Implementation Simulator. Not sure of the steps to take to ensure that I get this correct. Once a change request has moved to a Closed state, the record (and all fields) should be read-only. 1. Create/modify t...
Hello Team, I have a requirement where I want to copy the project by using the Copy project UI action and also want to apply a template to the copied project.Can somebody me how I can achieve this functionality. Regards,Smitha.
As a PM, how can I define if I need a Billable resource/Support Resource who is Non-Billable resource? In a project not everyone is Billable resource.
I have a requirement to create an incident using inbound action and set assignment group and assigned to when the inc is created. I have tried multiple configurations, but response SLA is getting created and not stopped as it has met both start and s...