We are facing an issue where the agent closes the interaction, the state of the interaction changes to closed complete but still the interaction remains open as the end user is able to send the messages on that chat.what can be done?
Where to find the saved checklist item? Under which table the checklist templates gets saved? Can this be reused liked the assessment and survey?
Hello guys, does ayone have a clue how to set a custom notification when a particular group is assigned to ticket? Lets say we have a group 'TeamA'. So I would like to get an email notification when 'TeamA' is assigned as group for solving a ticket. ...
Hi, I'm trying to configure a flow in Flow Designer where the second and third catalog tasks should be triggered 10 business days after the first catalog task is closed.To achieve this, I added a Timer activity after the first catalog task, setting t...
Hi all,In our current configuration, when clicking on "Reassess", a pop-up window appears, I’d like to add free text field labeled "Justification for Reassessment" right after the "Days to Overdue" field in this pop-up.(Screenshot reference: "Pop-Up ...
I can rearrange the fields using the form layout, but in the Service Operations Workspace, the 'Short Description' and 'Description' fields always appear first. I want the 'Number' and 'Caller' fields to appear at the top instead.
Your customer complains that when their users clickon the Configuration Item magnifier from the Incidentform, that they are overwhelmed by the volume ofCIs to choose from. They want to exclude certaintypes of CIs from the CI lists on the Incident. Pr...
Roles control which users can perform which actionson a change record. What are actions, which cannotbe performed by anyone, even an administrator?(Choose two.)A. Update Change Type on an existing change recordB. Delete a Change recordC. Delete a Sta...
I am trying to create a report on the Approver (sysapproval_approver) table but unable to pull the Catalog task number in the report. Tried getting it via dot walking Approval for+ but it is not showing the number. This particular catalog item has on...
On a Change Approval Definition record, what doesthe 'wait for' condition define?A. Whether the change approval is sent to an individualuser or a groupB. The state the change must be in before the approvalnotifications can be sentC. The number or per...
Table of ContentsConceptBackgroundPrerequisitesDecision Table StructureInputsConditionsResultsDecision RowsImplementation ApproachesFlow DesignerScript Include & Catalog Client ScriptCode ExamplesCatalog Client Script (onChange)Script IncludeConcept...
Requester Average Response TimeAgent Average Response TimeFirst response wait timeWait timeHandling durationDurationHold Duration
##Learning Integration:I have created below Business rule: Created REST Message method as below: Getting below error: The responseBody is : {"error":{"message":"Exception while reading request","detail":"The payload is not valid JSON."},"status":"fai...
We are using the OOTB "Follow Up" field on our SN instance. I have a requirement that when the Follow Up field is set with a date the agent will be following up on either a task or incident that an email is sent on the "Follow up" date is met. The e...
