TCO Benchmarks
I am exploring TCO for my organisation and am not sure how benchmark models work. What does the benchmark mean and what the numbers indicate? Thanks
Forum Posts
Resolved! Create an email thread
could any one help me with the following one, When a customer sends an email, a case is created, and the customer receives an update confirming the case creation along with the case number. When the customer replies to that email with the case number...
Resolved! Reporting issue
When we create a report in pie chart or bar chart and click on it we can see the related data is list view. But users can modify the filter to show all data as well! But if the same report we create in list view on a dsashboard we don't see filter an...
Resolved! Why can't a child table inherit notifications from a parent table
I have the following question.I have a new custom table. This table is inherited from the incident table, and the fields in both tables are all the same. Now we want to trigger notifications in the parent table by updating or inserting data in the ch...
Resolved! How to create a request through email
Hi All, We’ve received a requirement to create a request directly from an email. We attempted to configure this using Flow designer and the “Submit a Catalog” action by triggering a catalog; however, this approach doesn’t meet our needs. Specifically...
How to Maintain Same sys_id for User Records Across Dev and Prod When Using Single AD Source?
Hi All, We have a single Active Directory (AD) source that integrates with both our Dev and Prod instances to create user records. Currently, when the same user is synced to both environments, two different sys_id values are generated for the user re...
Auto closure: Mark RITM Closed Complete if final active SCTask is marked with any completion status
Given all User catalog and Security catalog request SCTasks are created and workedWhen the final active SCTask is marked with any completion status Then the User catalog and Security RITM information is automatically marked closed complete
Approval History Not Showing Impersonation / Delegation Details
Hi everyone, I have a requirement to display impersonation and delegation details in the approval history. Based on this explanation, it should be possible by setting the following system properties to true:com.glide.hub.flow.approval.show_impersonat...
How status field in release is auto updated in DPR ?
Hello,We are going to use Digital product review DPR module with out any integrations initially to track certain tasks to be completed before go live, question is how status field is auto updating as "green", "Amber","Red" ? Ex: i have 5 tasks to be ...
Resolved! Reporting on Agent Effort within the SIR Module / Performance Analytics
Hello community! I'm in need of some assistance, from someone(s) that knows more about the reporting side of the SIR/Performance/ Platform Analytics modules. Specifically, I'm looking for a way to calculate the amount of time an agent spends on a tic...
added a g_form info message and client scipt started working?!
Hi All, My client script was working fine until it stopped working, I dont know if its versions of instances.Anyway this is the beginning of my script.function onLoad() { checkUserGroupMembershipBySysId(); Until I added g_form.addInfoMessage("twt...
"Relevant For you" Widget not showing data
Hi i have created my own custom taxonomy after add it in the portal the "Relevant for you" widget stop working ,how to sort it out? But if i use OOB Taxonomy then "Relevant for you " widget is working please help me out
Resolved! scenarios on flow designer
give me scenarios on flow designer
What is the naming conventions need to follow in Custom app tables?
What is the naming conventions need to follow in Custom app tables? Also What are the precautions we need to take while building the custom app?
Advanced work assignment - I need to set agent capacity queue wise and not Service Channel
Hi,In AWA, I have created Service channel and in that I have set 'Default capacity' under capacity and utilization tab. It is setting default capacity for all the queues in that service channel.My requirement is that I want to set agents capacity at ...
