• WorkFlow rule question - Create email alert for creation of Problem record

    What work flow rule could I create that would send out email alert after the creation of new problem record, the one we have for incidents is   Evaluation Criteria - Evaluate the rule when a record is created &#...
    Kelvin Santana
    last modified by Kelvin Santana
  • Request Definition Custom Field

    I want to add a custom field called, "Owner" to the Request Definition > General tab for reporting purposes. I have created the custom field on the Request Definition object but do not see where I add it so it is a...
    John Wisdom
    last modified by John Wisdom
  • Is it possible to change KBA record type Descriptions?

    How to change out-of-box descriptions for different record types in KBAs?   Thanks
    Petra Peura
    last modified by Petra Peura
  • standard changes

    I’m looking for some ideas here…   Per ITIL - A standard change is a change to a service or infrastructure for which the approach is pre-authorized by Change Management that has an accepted and est...
    Scott Nyce
    last modified by Scott Nyce
  • Update user records - Google accounts

    Hello,   I see there is a way to sync user data from AD using Pentaho, is there a similar process for syncing users from Google G-suite? I have SSO and just in time provisioning setup and working with our Google...
    Seth Malwitz
    last modified by Seth Malwitz
  • Has anyone else had an issue with Record Assignment after a shift change?

    Two of my agents changed their business hours, but the new hours are not reflected in Record Assignment - Staff Auto Assignment.   Jake moved from "MidShift" to "Exclude Fridays," while Art moved from "Mondays ...
    Lorraine Sanner
    last modified by Lorraine Sanner
  • How to grant access to delete Knowledge Articles with granting 'Remedyforce Administrator' right?

    Hi Is there a way of granted a supporter (our knowledge manager) access to Delete any knowledge article without ticking the Remedyforce Administrator checkbox on his user profile? /Susanne
    susanne riis
    last modified by susanne riis
  • Remedyforce console delete action disabled

    In remedyforce console when I as a admin create an action by clicking on Actions > New Action > Update from ICT I can see the Delete (X) button enabled   But when service agents try the same this button ...
    Vandana Rattan
    last modified by Vandana Rattan
  • Survey - Adoption of Views and Quickviews

    We are considering an enhancement within the console which may include leveraging views and/or quickviews.  This survey is to find out which of these two methods are used today.  Please take a few minutes to...
    John Fulton
    last modified by John Fulton
  • When new action history entry is created it triggers parent table triggers. What fields are changed?

    Hi,   I need to be able to find out if the parent (let's say Incident) triggers have been triggered by user action or by new entry in the action history. Is there a field that is changed that I could check to se...
    Lars Laurent
    last modified by Lars Laurent
  • Removing Edit and Del Action from the action history.

    Hi All,   Can we Remove Edit / Del from the Action history layout? I want to remove these button for Email Sent and Email received. Though i unchecked the Enable Edit checkbox from the Actions but didn't got tha...
    shardul singh
    last modified by shardul singh
  • To remove Status field from Update Button

    Hi   Could someone please let me know where I can get access to the Update Button?  I would like to totally remove "Status" field from the drop down list in Task.     Appreciate your help.   ...
    Nur Ilhani Ab Halil
    last modified by Nur Ilhani Ab Halil
  • Designating Task Template in a flow doesn't quite work

    I'm building a screen flow intended to be launched from a service request that collects some info then creates a series of tasks to be linked to the SR. For the tasks while some items are set at run time there are a f...
    Matt Kaminsky
    last modified by Matt Kaminsky
  • SelfService - Task - Remedyforce

    Hello Do you know wich step i'm missing? I need to view the task linked, but we can't see   I selected the check "show linked task with submitted records"     Regards,
    last modified by LESLIE MILLAN
  • Remedyforce console - custom view for tasks - not listing 'My Tasks'

    Hi Everyone - I hope someone can help. I am creating a view in the remedy force console which does not work as expected [ It does not work at all :-)] The standard task view is this - I have looked at Filtering recor...
    Matthew Coffin
    last modified by Matthew Coffin
  • Remedyforce - call web service from INC form

    We need to call web service from Incident form from remedyforce. So the scenario is this: Operator opens the form for creating new INC Operator select the Client, which automatically populates Last name In the ba...
    Robert Karin
    last modified by Robert Karin
  • SLA clock not pausing

    We have tickets that when put on are automatically sent out for approval and are "Pending Approval". In our SLA's we have "Pending Approval" as a cause to stop the clock. The clock is not being paused when the ticket ...
    Joshua Epler
    last modified by Joshua Epler
  • Is it possible to link Change Requests to other Change Requests?

    Is it possible to link Change Requests to other Change Requests?
    Michael Fabricius
    last modified by Michael Fabricius
  • Mapping 3rd Party servicedesk tickets into object field

    Hi   i am fairly new to Remedyforce and have manged the basics of flows and filed sets etc. but i am having a problem with the below scenario.   our organisation creates incidents from our clients emails...
    Gary Jackson
    last modified by Gary Jackson
  • Sandbox not sending email alerts

    I am having a business unit perform some new integration testing.  The test requires that they receive an email alert for actions taken on incidents.   In the sandbox, I have not been able to get the email ...
    Randy Powell
    last modified by Randy Powell