Hi Everyone, I have an threshold for number of resolved incidents to "Less that 75". I see the comments are being added to the KPI when breached. Observed issue:On June 25 the KPI measured the number of resolved cases in test instance to be 0 (the is...
Hi Team, How can we create incident automatically from a email and also how can we update the fields while creating the ticket according to the mail received.Thanks
Hello All:Please assist here. I am working on a project that is trying to calculate the mean time to detect and mean time to acknowledge.We do not have a field that is calculating MTTA.What is the best solution to calculate MTTA: (Incident status cha...
I need to leave the list collector sorted one below the other, is it possible?Below as I left it. I want to leave it as shown in figure 3
How to make the catalog item visible to only 2 departments IT and NON IT users and their location should be INDIA.Please help me in scripting if script is needed.Thanks in advance.
Hi,I am sure this has been answered already. Any help would be great! In my incident form, I have 3 fields that need to be on my service portal- Queue- Category- Subcategory Subcategory is dependent on Category. Category is dependent on Queue.Examp...
Hello All, 1- If I have VA (lite), can I search about "Search Knowledge Base"? another case :2- If my license is ITSM Pro how can I integrate the VA with the copilot? if there is any videos or any documentation can help me with it please provide it....
Hi communit,I want to add a monitoring feature to my instance. When I use third-party software (Postman) to perform create actions on my instance via REST API, I hope to monitor the response status codes. Specifically, I want to send a notification w...
Hello everyone, How can I create a list of all Virtual Agent topics and their mapped NLU models/intents? I know I can see this in NLU Workbench, but I'd like to know which table(s) contain this information so I can use it in a script. Thanks.
Hi All, Please guide me whether the below requirement achieve or not : Can we setup two on call groups with the group members ( and we wont use these on-call groups in Assignment group field) and the groups members will be part of both assignment gro...
Hi I am creating items to a catalog.And I am adding variables but I can't see this data in the table sc_req_item.I know it is stored in another table. The question, is it better to add fields to the sc_req_item in order to see the info and work with ...
I am having an issue though. I was able to add a Catalog item on Agent Assist. However, when an agent clicks that card, The agent should able to order or copy the link( to send to the user) in full view. Currently, when I click on the catalog item ca...
Hi Experts,I am working on esc portal, While working I am facing a situation here. Whenever I try to open Career Hub page it is showing few errors related to the User skills widget, but i have not changed anything related to it and in my page there i...
Hello, I am pulling user related data from a SFTP source and one of the fields in staging table is called as HireDate. This is a string field and the date copied in this field has format 'yyyy-MM-dd', eg.: 2000-11-27. But the target table is sys_user...
When I clone the OOTB "Incident Standard Ticket Actions" widget and add that to action region of standard ticket configuration, the action dropdown is not visible. But it is visible, if add the OOTB "Incident Standard Ticket Actions"widget. what is t...
