I would like to create a report to show how much we've reduced our open ticket backlog by Month this Year. I do not want to see same day, same week, etc. I want to show Jan, Feb, Mar, and so on and how much the open backlog has decreased month over m...
Hi everyone, I'm building out a Dashboard for monthly statistics on a Support team and am having trouble with one metric in particular: The amount of tickets that were reopened within 7 days of them being closed, the idea is that if it takes more tha...
Hi Community, I have an item which has variable called manager based on the manager selected by the user only the assignments (like a number on the same table where manager is also present) related to the particular manager should be shown up in the ...
Hello,I hope you all are doing good..I have a Walk-Up portal Customization required.I want to implement 3 Buttons in the portal and each button being Dynamic.Which is, If I click on a Button--> The next 2 options should be related to that particular ...
I want to add Recent catalog tasks created by user in record information in SOW similar to recent incidents. I am able to add the information however I want to know where to modify the script to display the requests. Any suggestions please.
Hi all, Does anybody know OOTB behavior for the new Task SLA record which is created for an incident, when the priority of the incident is escalated ?Does the start date of the new Task SLA reflect the date the priority of the incident was escalated ...
Thank you for your help. I created an update set for a topic in the development environment and when I previewed it in the test environment, I get the following error message.What could be the problem? ■ ErrorCould not find a record in sys_cs_topic f...
Hi everyone, I have some problems adding a dot-walking column as the module filter condition.Details are as follows. There is a module of records of a database table.The database table is a combination of Table A and Table B.Column [X] is a referenc...
Hi, We are working on implementing Known Errors. The known error will be created from a problem. I have some questions related on Known Errors and would be nice to have some of your advice or feedback. 1. Should a KE created when it is in Root Cause ...
Hello, I am trying to assign the Business elapsed time of the SLAs to a new field that I created called "Total SLA Business Elapsed Time" with the intention of adding up the Business elapsed time of all the SLAs in complete resolution of my incident....
Hello !I have variables set of Multi Row type on catalog item and i need to show this mrvs on tasks that i created on wf with run script .how can i do that ?this is the script that creates the tasks :var equipment_req;var mrvs = JSON.parse(current.va...
Hey Folks , @Ankur Bawiskar @Chuck Tomasi @Zach Koch @Swathi Sarang when ever a template is chosen from standard change catalog , a change request gets opened up , though this could be verified for values on the record before hitting submit . We wou...
Hello Experts, Can you please assist how do I parse the value from the below subject line and put in Incident fields Windows Alert::DeviceDown::GH56CCVNH.aeb.ca::10.12.212.14::critical I want GH56CCVNH in Configuration Item fieldand critical as P1 in...
