Popular Tags

  • The document is not up to date with the version

    Hello, I am working on the Copy Attachments rule in SMAX version 24.4, but I am having difficulty because the current document is outdated. What I need to do is to move the attachments added by the approver during the approval phase to the parent request…

  • Enable viewing request details for the approval task

    Hi! How to enable the viewing of the request details of an approval task to any assigned approver (even withou the same data domain)? I mean, we need to find a way to ALWAYS show the request details showed on the side of the approvals list, even…

  • Send an email notification when comment on request is edited or deleted

    When an internal comment is edited/deleted, then send an email notification to the original author of the comment. When a public comment is edited/deleted, then send an email notification to the user who created the request (Requested For, Requested…

  • can we disbale some dropdown of status field completion code in request form

    hi team, can we disbale some dropdown of status field completion code in request form please find the screenshtot below

  • How to auto-populate last search in virtual agent to problem description of live agent request?

    When a user clicks on virtual agent and searches for any query A list of results with Articles, Q&A, Offerings etc are displayed If user doesn't like the results or if they aren't helpful and if the user wants to connect with a live agent, he will…

  • Assigning Requests to Multiple Groups or Entire Department

    Hi, We have multiple support groups within a single department, and these groups want to be assigned to requests either individually or collectively as the entire department, depending on the request. For example, the entire department maintains certain…

  • Is it possible to copy many to many elements to other many to many table?

    Helo! I have M:M table in Request table. And I want to copy elements of many to many from request to other many to many of change table?

  • MANY TO MANY Fields

    Hello Experts Can a mandatory or any other rule be written for the many to many field? Thanks

  • Smax Time Tracker Recordings Not Saving

    Hi, I imported the time tracker package. Although I created the time tracker method through request records, I cannot register it. Can you help me with the issue? I shared the screenshots with you as a link. /resized-image/__size/640x480/__key/communityserver…

  • Routing definition for service request

    Hello!

  • Make field mandatory while allow adding comment from Service Portal

    Hi All, We are implementing a field "SLA breach reason". The condition is set field to mandatory in Studio > Support > after change, when the SLA is breached. We are facing an issue where the end users are unable to add a comment from the Service…

  • Add involved CI automatically

    Is there a way to automatically assign a device eg. to involved CIs on Request when I select it in a custom field on the request record? By using REST API, OO, Business rules or CIT?

  • Frequent Message in the Request Module (Outdated record) – Seeking Possible Reasons

    Hello, I've been encountering a recurring message while using the request module, and I'm eager to understand its underlying causes. Currently, only one person is allowed in a ticket at any given time, so that doesn't seem to be the source of the…

  • Mouseover

    The mouseover shows fields like name, mobile number, home number, office number and the email address. The customer would like to display other fields in the mouseover. Is this possible? To what extent are there customization options?

  • Prevention of a Request Creation

    Hello, I have been working on this problem where I am trying to get our printer to self report and make tickets whenever it has any problem. I have run into an issue where the printer will make an error every 24hrs and thus a ticket will be made every…

  • How to get display label of enum in notifications?

    Hello! Cant get enum's display label in notification. How can i do it? Now i try to do ${:entity.AffectedCI_c.MyField_c.DisplayLabel}, it gives my technical name like MyLabel_c.

  • Delete Surveys for Deleted Entities.

    Hello Experts, During our pre-prod testing, we created some test records [Requests] (out of which some of them were set to Close, which sent the surveys to the end users). We did a cleanup of the records via API and now on the ESS Portal Todo, there…

  • Different approval action for different approval task

    HI, we have a SM to SMAX approval use case, with existing SM, the flow are there are 3 level of approval/review : 1. after user logged a request -> ticket goes for manager approval (Seq 1) 2.1 If manager approved (Seq 1 -> assigned to Assignment group…

  • Bug in mobile app? (ESM)

    Hello, If a request is submitted from a mobile application (ESM version 2023.05.01 ), the value of the specified "Title" field will not be displayed in the SMAX (2022.11). The value of the selected "Offering" will be entered in the "Title" field.…

  • Detail view of Incident and Request drag wider

    The detail view of an incident cannot be dragged wider. There is no possibility to drag the right area wider or narrower with the mouse. The detail view on the right is not usable in this form, because the description field is much too small in this view…

  • 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…

  • SMAX Request Managment Edit Default Views

    Hello everyone, I want to change /add/remove columns in the request list by default and look the same for everyone. Is there anyone who can help? Thanks.

  • How To Edit Left Sidebar in Request

    Hello everyone, when I enter a request, certain menus appear on the left, I want to change the viewability of these menus. Is there anyone who can help? Thanks.

  • Hide service requests

    Hello, Is it possible to hide all calls of the service request type in the portal? We would like to make only support requests visible.

  • Automatic Agent Assignments in Requests (Round Robin, Load Based, etc.) without the usage of Shifts

    Hello, I would like to know how we can manage the load-balacing of assignments in request (but definitely NOT in a shift, so I am not talking about primary on-call, first backup etc.). I mean let's say I don't use the shift mechanism because the client…

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