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bz0rvc

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About bz0rvc

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  1. Update I found two and resolved two items: 1. I corrected the spelling in the activity association object type field of my custom field (the field is case sensitive). This allows me to create a site defined condition (macro) that references this custom field. 2. I changed the notification method of my linked message template to automatic I can now get Service Desk to send a notification when the major incident field is checked. However when i try to change the rule to point to my custom field (use the condition that evaluates whether or not my custom field is checked
  2. We are running 12.9. We would like to add a notification for request/incident/problem that will notify object contacts and specific contacts when a custom field named "workaround?" is checked by an analyst. Is this something I can set up through the front end of the administration portal? From my research it seems that I need to create a site-defined condition that checks to see if the data in the field is Yes and link the condition to a notification rule and email template. I am familiar with how to assign who receives the notification in the notification rules window. I got an
  3. Thank you for your review. I will take the suggestion and open a ticket.
  4. Thank you for the suggestion. I hadn't checked this before. I did the search as described and can confirm that Assignee, Assignee prev, Group, Group prev, and organization are active activity associations associated to the change order activity type Transfer. It was already configured this way. Any other ideas?
  5. Version 12.9 We are just starting to use the change module of Service Desk. The transfer notification is not working. The initial and closed notifications are working and the transfer notification for Request/Incident/Problem is also sending. But we cannot determine why transfer for change module notification is not sending. Please help. Details Version 12.9 OOB Activity Notification "Tranfer" is active. When object type "change orders" is selected I can verify it is linked to the default transfer notification rule for change with no survey or events specifi
  6. In Service Desk 12.9 - we would like to use the tag_custom_x option in knowledge templates to capture site custom field in the request ticket. We cannot determine how to map these tags to fields in the request table. Please help us determine how to define these tags.
  7. Is it possible to set up two types of resolved request/incident/problem statuses? I've been asked to set up both 1) resolved status that will auto close (following our auto close settings) and 2) a resolved status that will not auto close. We need both statuses to update the resolved date field, activity log, and send a automatic notification. Whether or not the activity log and notification contain auto-close information needs to be specific to the type of resolution status selected. We are using service desk 12.9 thanks for you help!
  8. Is it possible to set up two types of resolved request/incident/problem statuses? I've been asked to set up both a) resolved status that will auto close (following our auto close settings) and a resolved status that will not auto close. We need both statuses to update the resolved date field, activity log, and send a automatic notification. Whether or not the activity log and notification contain auto-close information needs to be specific to the type of resolution status selected. We are using service desk 12.9 thanks for you help!
  9. Hi- We are running on 12.5 and have a couple questions on information stored in properties. Is it possible to capture updates to property information in the activity of a request, incident, problem ticket? Is it possible to search for this data from the list pages? Thanks!
  10. The issue I had was not matter what I had clicked on "New Knowledge File" did not display at all , it was not a matter of being enabled or disabled. Although I have not intentionally modified the menubar_kt file I replaced the code with the CA standard version and now the "New Knowledge File" option appears as you described (dependent on selecting a category). However, I am unable to attach file as the page loads incredibly slow and usually times out. This issue does not occur for knowledge documents. Are there any permissions I need to set specifically for knowledge files? Or are these per
  11. I'm interested in adding some knowledge files to our Knowledge database, but I'm unable to navigate to the necessary screens. How do I verify that knowledge file permissions are correctly set up. I am using Service Desk 12.5. Logged in as an Administrator and Knowledge Administrator I was not able to follow the directions in the Online help. "Choose New File from the menu on the Knowledge Tab" The option simply did not display. Appreciate your help!
  12. We are running 12.5. We are noticing that when we attach documents will long titles the whole title does not display in the table. The documents have no trouble opening, which makes me believe it is simply a display issue. Is there a maximum set somewhere? Is it possible to use two lines to display the document title?
  13. I don't know how to get just what you asked for parent.priority = 0 and parent.type= '\I\' AND active=1 AND type = \'R\' will return all active child requests with parent ticket with priority You need to modify that to search children instead of parent
  14. Hi, We are running 12.5. I am trying to allow users to search request, incident, and problem tickets at the same time. We have scoreboard nodes that let us search multiple tickets but a dropdown field on the actual list screen would be helpful. I've been able to get this working for the request search screen (list_cr.htmpl) but not incidents or problems. The request file already had a section of code for a hidden search filter. I removed the else statement so that the dropdown would display. Then I added a line for "All Tickets" with a search argument that included all three types. This wor
  15. zroganization is null works marvelously!! Thanks so much! Since I was curious, I tried U\'XXX\' but I was given the bad where clause message. U'XXX' wasn't allowed either.
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