The Requirement is reset the SLA when a member of that Assignment Group the case is Assigned to when they add an Additional Comment is added. This is not the actual SLA, it's only for KCI (Keep Customer Informed) SLAs.
We have a process when someone's account is disabled to blank out the manager attribute in AD.How do we blank this field out from the sys_user table?
How can I make a report of the least requested catalog items of a certain category in the Service Catalog?I tried using the sc_cat_item table, where I put as filters Sys id is one of the "javascript:new ReportFilter().getItemsInCategory('insert...
Hello folks, I have a requirement, adding a new url field to kb_knowledge table that holds a permalink redirecting auser to the Service portal of the current article.Here is the business rules I've created on update and insert.The Business Rules is...
How to get list of incidents whose priority has been changed with ITIL role
We are trying to bring a related link that is already present on the platform view to the workspace view. Can anyone let us know how to do that?
My requirement is has such I have to completely remove the option of menu in the virtual agent.I don't want the 3 dots Menu option in my virtual agent.Please refer the screenshot below for better understanding. Thank you for your time.Rahul R
I have completed all the prerequisites for the flow designer micro certification and enrolled. But when I click start exam, it tells me there are prerequisites required when I've already completed them all see below.
Hi everyone,Is there an out of the box option to display knowledge articles before a catalog item is submitted. In addition, we would like to display a message asking user if they have reviewed the knowledge articles....this would be a similar proces...
We want to add the "Preview this record" button to a list collector variable on one of our service catalog items. We are not seeing where we can do this within the new catalog item. Essentially, we want the variable to be similar to the watchlist opt...
How to Create Attached Article Related list Same as for Interaction Record as in Incident Records related list. When An KB Article is attached to Work notes in interaction record. Need to Visisble KB Article in Attached Knowledge Related list in inte...
I'm working in workflow editor. I'm stuck with mapping fields from service catalog item to change request table in workflow. The catalog item is the one which submits the RITM ticket.
I created a order guide in my dev instance, now i want to shift that to another dev instance. what i have to do now? For this i tried using update sets, but the thing is all the update set changes committed successfully, then i cant able to find the ...
Using RTE (Robust transformer) I'm creating records to two tables (customer_account) and (cmn_location). The problem is with creating relations (set location field with value of newly created cmn_location) between these two table mapping. I required ...
Hello All, I hope you are doing good. I have a requirement has such, I have to remove some options available in Virtual Agent Analytics board. I have dropped a screenshot below for your better understanding. There are the topics I want to remove from...
