Forum Posts
Resolved! How to notify users about the network outages
Your customer would like to create a new template to notify users who are affected by network outages at their site. Which module would you use to create a new notification?A. System Notification > Email > NotificationsB. Administration > Notificatio...
Resolved! Attachments Visible to Admins but Not All Users on Incident Form
Hi everyone,@Ankur Bawiskar @Sohail Khilji @Maik Skoddow @Vijay Talupula @SANDEEP DUTTA @AJ-TechTrek @Mark Roethof I'm facing issue with attachments on the Incident form The problem:I have an incident with attachments. When I log in as a Servic...
I have created a database view (between attachment & incident table)
Hello Everyone, I have created a database view between attachment & incident table..with clause as:-incident_sys_id=attachment_table_sys_idBy this clause it is working as expected.But suppose if a incident record is having 5 attachments then it is sh...
Resolved! Major incident resolved created a problem but also reopens the same incident
Hi there, There is an out of the box process where when a major incident is resolved, a problem record is created (via the subflow Major Incident Playbook - Create a Problem from Incident). That is okay but what also happens is that the same major in...
Resolved! License Metric field empty in Software Subscription table after Adobe publisher pack integration
Hi team,How is the License Metric field populated in the Software Subscription table? I’ve integrated with the Adobe publisher pack, but for some of the records this field is showing up empty, which is causing them to be marked as Unlicensed = true. ...
Resolved! Assignment Group Already In Use
I am trying to create a new assignment group for our organization. This assignment group is the first time it was to be used. Several other assignment groups beginning with the same prefix as the one I am trying to create have been successfully cre...
Custom UI action button in Knowledge Management
I have created the UI action button as close_rejected for Knowledge Mgmt. When the Knowledge Article comes to review for Knowledge Manager and he finds that KA is not good enough so he can reject the article and no one one can action on that. I have...
Create a report on tickets that a user has assigned to various teams
A team "Service Desk" wants to be able to see how many incidents a particular user on their team has "reassigned" to another team. For example, a networking ticket comes in as an inbound email and defaults to the "Service Desk", then a member of the ...
Resolved! Major Incident Management
Hello All,We are in the process of launching Major Incident Management in our organization, and I need to provide training to users on how to create a Major Incident or promote an existing incident to a Major Incident.I am aware of the basic Major In...
Filter Knowledge Search in Virtual Agent Based on Pre-Chat Survey Selection
Hi All,I am working on a Virtual Agent use case where I have configured a pre-chat survey with an option:"Please select if your inquiry is related to HR or IT"and display buttons: IT and HR. My requirement is: If the user selects IT, then any further...
Display User Email ID Instead of Name in Referenced List-Type Field
Hi,I'm trying to achieve the below requirement.Requirement: In a list-type field that references the user table, display the user's Email ID instead of the user's Name after selecting a user record.can anyone help me with this?
OOB Ui Action Visibility on Workspace form on approval table
Hi,So basically my requirement is i have created 2 Ui action buttons 'approve' and 'reject' on the Approval(sysapproval_approver) table. But there already exist 2 OOB UI action buttons on the same form. My buttons get visible only if the conditions a...
Release Version in Knowledge Base - Zurich Release
According to Zurich release, if the knowledge Base contains "Release Version - 3", the associated articles to the knowledge base will hide the related list sections such as "Can Read, Can Contribute, Cannot Read, Cannot Contribute". #Here is the sour...
Sla Configuration Based on affected users location time zone?
Hi All,I have created SLA, Based on affected users location time zone . we need trigger SLA. IN Timezone source i have added task.u_affected_user.location.time_zone, but still its not working. Please find the below. Please help me on this screenshot ...
