End Chat vs Complete button on Interaction record on SOW

Hi All, I an looking for some information/documentation to understand the difference between End Chat vs Complete button on Interaction record on SOW. As per my understanding, both actions are closing the interaction record with status as 'Close Comp...

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Change Approval should be Automatic once Risk Assessment Completed

Hi, Present in change Request once we click on the Request Approval button then Approval are triggered. But we need this step to Automate. Once Request is created and Risk Assessment is Submitted then Approval should be Automatic without Clicking the...

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CSM and Request Management assignments best practices

Hello folks, I need some good practices for setting up assignments in CSM with Request Management when 1 support team manages everything from Case to Request to Catalog Task. Customer have CSM, also they have a nice Service Catalog their clients use....

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• Customer Service Management

REST API - Asynchronous Authentication OAuth

Hi Community,I am building a POC Inbound integration and I would like to use flow designer and action called REST API - Asynchronous.Can you help me on how I can do this but require OAuth 2.0 for authentication?Thanks

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Capacity management, capacity by = agent schedule

hi team,when i configure my capacity definition, capacity by = agent schedule (instead of hours or tasks), it only shows the capacity for 1 single agent... i have 4 agents in that trritory, i'd assume it would be 4x8 = 42.. and not 8 hours..anyone kn...

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Google Maps in Dispatcher Workspace showing straight line instead of route

Hello,In our Dispatcher Workspace, instead of displaying the actual route the agent should travel, it is only showing a straight-line calculation. I have already set the property to use "Google Maps API" to calculate the time and route, but it still ...

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ServiceNow Citizen Developer

I am a newbie and I am trying to learn by using Yokohama Citizen Developer learning portal. I am unable to download any exercise files (screenshot attached). All I get is a blank page. For example, when I tried to download the Todoproject.xlsx file f...

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ServiceNow University India AI Skills Summit hyderabad

ServiceNow University India AI Skills Summit hyderabad ( In-person registration link to join in hyderabad)

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Set a noindex & nofollow rule on only our non-production instances

We are currently seeing public knowledge articles from our non-production instances being found by Google Search.As these public knowledge articles have been written as test articles we do not want them displayed in any internet search engine.The sug...

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How to hide approve button based on role in service portal

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Not able to login my instance due to MFA

Hi Team, I am not able to login my PDI due to MFA.I have configured MFA in my old mobile which I lost hence not able to give MFA code while login to PDI. I need your help to setup MFA on my new mobile or please let me know how to disable MFA for my P...

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Zurich Release Webinar

When will the Zurich Product Release webinar be scheduled for customer to attend?

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Hyperlink should be visible for KB Article record unlike REQ, RITM under 'MY TASK' on esc portal

Hi, I have a requirement wherein, the approver of the knowledge article should be able to see the hyperlink for KB Record , under 'MY TASKS' on ESC PortalFor this,I have created a Task Configuration named 'KB' under 'Approvals' To-Do Configuration.It...

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Regarding the unassigned incident pick

Hi We have an incidents based workflow. Some users picked unassigned incidents before they appeared on the unassigned incident dashboard. Is this possible?

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