Hidden substitute for Split layout in UI16 and more

Upgraded to Geneva and scratched your head and wondering where did split layout go? Or perhaps grumble over that they switched position on Work notes & Additional comments? Well, here is a story for you =)

Inactivity Monitor.... What is that?

I ran into this by accident. I was looking at a Priority 1 incident and couldn't understand why it had an updated date when no one had done anything. It turned out it might be the work of the inactivity monitor...

Display duration in hours instead of days

One thing that has been annoying me a lot and I never got an answer to how or even if it's possible to change is how the duration is displayed. When something goes over 24 hours the duration suddenly shows 1 day... I know this and understand it when I see the numbers in a Task SLA, but I also know that for many normal users, they get confused and think that if the business duration is 1 day it means 1 work day(9 hours in our case) and not 3 work days(24 hours which it really is).

Fire an email notification from a schedule job

This question popped up in the community and I thought I might as well put the answer here as well. Question was how you could check if the valid to date is 30 days from now and then send a notification to the KB managers.

How to make 2 condition sets inside one script.

Sometimes you want to do a query where you want the records that match either at least one of two sets of conditions. There is a couple of ways, some easier than others and some easier to setup but harder to maintain etc. Here I give you a couple of examples.