Popular Tags

  • Relate multiple assets to requests using User Options

    Hello experts, I'm looking for a way to relate multiple assets (devices, infrastructure & peripherals, etc.) to a service request using either User Options or the New Request form on the agent side. Our specific scenario is this: We have a service offering…

  • Out Of The Box Rules

    Hi. I want to remove the lock sign that comes out of the box and add rules. Is this possible?

  • Fields types and attributes and functions

    Hi! I have a question about fields types and their attributes and functions. For example, how can I write an expression that checks the number of characters entered in integer type fields and how, depending on the condition (number of characters)…

  • Why can't I find role attribute of a person record?

    I'm trying to write a business rule that collects the values of role of a person. However, the role value is not available for me to select as below. Why the role attribute cannot be called and how can I call the role value if I want to? TIA …

  • Smax Enrichment Rules

    Hello, I wanted to write an enrichment rule for devices record type in Smax Studio. for this I filled the condition part and in the action part I applied the formula fx= ${concat(entity.AssetModel.DisplayLabel,'' '',entity.SerialNumber)}. but the…

  • Values ​​from a json

    Hello, How can I get the Expert Group value from this JSON? I need to get this value from an offer which is a complex field. { "complexTypeProperties": [ { "properties": { "AttributeName": "ServiceDeskGroup", "Value": "56647" } }, { "properties":…

  • How do I assign an incident to different teams depending on the time they are raised?

    Hi Experts, I am trying to create a rule with in a support offering so that when a certain incident is raised it will either get automatically sent to 'Team A or Team B' dependant on the time the incident is created. I need incidents that are…

  • Date Time Validation rule set

    Hi Experts, There is a requirement where an organization have a cut off time for a Change Scheduled start date at every Wednesday. Meaning every time someone raise a ticket after Tuesday 6pm. They can only set the Change Scheduled Start date field to…

  • Structuring options in Offerings

    Is it possible to expand the structuring options in the offering? We are not even able to hide sections, which makes handling a complicated offering even more difficult. Likewise, I can't have a section automatically expanded either, that's why I have…

  • CI/Device Population as a Rule

    Hello, I have been working on this problem for a while and I just can't seem to figure it out. I am trying to populate a CI/ Device in the Device drop down field in a ticket. I was able to scrub the body of an email so that it grabbed the HOSTNAME…

  • Configure fields shown in Requested For

    Hello all, Is there a way to configure the attributes that are shown in the dropdown list on the Requested for field (or any field linking to a Person entity) in the Service Portal? What I mean by attributes is, for example, when you open a field…

  • Error in 'validate expression' rule

    Hello! Help me please. I want to use "Validate Expression" rule. And I create such rule. But when message(cant delete incident) should appear, a system error occurs like this . How can I fix it?

  • Recommended expression does not work

    Hi, we are trying to use an expression similar to this one enlisted as the first one in the table in the MF documentation: current_update.BasedOnChangeModel.OldValue.DisplayLabel ( https://docs.microfocus.com/doc/SMAX/2021.11/ExpLangFunctions ) The…

  • Access to News through rules

    Hello Community, does anyone know, if we could have the same access to "news" as the access to articles. As shown in the follwing attachment, in Studio you can see the Workflow of Article and I have the ability to set rules using the record type Article…

  • Only show the fuctional Groups of a User in an offer

    Hey, I'm trying to integrate a list of a user's functional groups into an offer. However, my rule shows me all the groups in the list. I have inserted the rule at the form display. Does anyone know what the problem is? my rule: Define…

  • Create record rule creates multiple records with the same data

    I am trying to create a record based on the values taken from the end-user. Every field taken from the end-user seems to be properly set. However when the record is created it seems to create duplicates. From what I can understand, this situation seems…

  • "After change" validation rule not working

    I am trying write a validation rule in the after change part for my service request offering. I have custom field named "Date_c" in my user option which has the DATE_TIME type. I would like to return an error message to the end-user when they select a…

  • Changing the Manager field in a person form after an update in the group form (SMAX)

    Hey, Im just wondering if its possible to update the manager field in the person form, after changing the group owner in SMAX. After changing the owner of an organisational group, the manager field of every person in the group should be changed to…

  • Automatic Transition condition not working (doesn't move to the next phase)

    Hello, We have created a new Table/Record Type in the Studio called "Register" and worked on the Process and Rules, also applied Approval definitions. When we tried adding a condition in the Automatic transition, it won't move to the next phase even…

  • hide "Section" field in User Option SMAX 2021.08

    Hi All, I have created Sections in User option for service and Support Request and I would like tp hide them based on values selected in other user Option fields, I am able to achieve this for other fields but for sections I am unable. I am able to…

  • rules before ticket creation? what phase is the ticket in before creation?

    Hello, we are trying to add some rules for all offerings. basically if a user inputs values for the offering, then changes the requested for, it should clear some of the values previously inputted. If I try this rule on the log phase rules,…

  • Does a daily timer schedule rule cause slowness or affect smax performance?

    Hello, for backstory: I am looking to create a calculated or fixed time schedule rule in my smax instance. I am wanting this rule to check every open ticket daily to verify if something is correct. I have about 100 to 200 new tickets per day.…

  • Per schedule rule set is not working

    I have this rule set on the Support Workflow --> Accept phase --> Per schedule in order to close the ticket if it has been in this phase for 1 hour, but the rule is not working, what's the problem here? and any solution for this? or any workaround? T…

  • Rules in Offering default values

    Hi, My customer wants the restrict the possible values in the Service Desk Group and Expert Group fields in the Defaults Values section. The Default Values form is edited in the Request entity, but it is available in the Offering application. Since the…

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