Email related issue
When customer send case though email if the customer send email allow domains that time only case is created otherwise case is not created and send notification to customer this is un authorized domain.
Forum Posts
Knowledge Article creation from Chrome Tab In CSM/FSM Configurable workspace
In CSM/FSM Configurable Workspace, agents may want to create Knowledge Articles directly from the Chrome tab. While this can be configured using the chrome_tab page property, the modal does not close properly when users click Cancel or Create Article...
Show Playbook in CSM configurable workspace for custom table which is extending the task.
We have a requirement to create a custom table extending the task with 30 + custom fields. For fulfillment we are planning to use the CSM configurable workspace so that agents can update the required fields using playbook steps or directions. We are ...
CSM Case State – Should “New” automatically move to “Open” once activity occurs?
Hi all,I just wanted to confirm the expected ootb behaviour in CSM regarding case states.My understanding is that when a case is initially created it is in the “New” state, and that it should automatically transition to “Open” once activity begins on...
New CSM portal giving 404 error for specific knowledge article and users
I've got a user who can see a Knowledge Article fine in the old CSM portal. When we transitioned to the latest CSM portal, they get a 404 error when clicking on the Knowledge Article link. Has anyone seen this before? Other users are able to see the ...
Can anyone help on this task
As a ServiceNow system administrator, your task is to establish accounts for Global Enterprises and its subsidiary, Global Enterprises USA. Additionally, create an account for the partner, Tech Innovations.Create an account for Global EnterprisesCrea...
In Customer Service csp portal page, the search widget is working only for admins but not for others
In CSP Portal, As shown in image6, i searched with name vendor in how can we help search bar. then a page is opening with home->search as shown in image8 .Now that particular home->search page is not visible when i impersonated to user with sn_custom...
Regarding Servicenow ticket configuration info fields visiblity in portal
In ServiceNow CSM, when logged in to csp portal and submitted a record producer, ticket_configuration is configured for case table with info fields. so, the fields are visible in the portal page as shown in the below image. But these info fields are ...
Callback
I need to add SLA under CallBack Table , but i cannot able to add , even though callback is task extended Table
how to open a KB Submission Task
How do I create a KB Submission task?
Security Center Installation in PDI
Hi,I am trying to set up Security Center in my PDI. I can see that the Security Center plugin is already installed.However, I am unable to find the sn_svc roles in the instance. Since I need to perform an end-to-end Security Center implementation for...
How can I determine all the groups associated with catalog items?
How can I find out all the groups that have access to each catalog item? I need to create an Excel sheet with this relationship.Something like:[catalog item name][variables] | [groups]So, how could I find all the groups that have access to a catalog ...
How to configure Quote Lines list view in CSM workspace
The CSM workspace appears to have a unique list view for the quote lines that is different from the related list quote lines.https://www.servicenow.com/docs/r/yokohama/order-management/quote-management-view-hierarchical-line-items.html How do we conf...
How can I configure customer Information and customer Activity in Agent workspace for Case record?
I have installed customer central plugin and I can see customer information and customer activity on interaction record in workspace but I don't see this on case record. How can I enable it for case record also?
Attachment Added Event Working in Backend but Not Triggering from Service Portal
Hi All,I created an Event + Business Rule on sys_attachment (After, Insert) to trigger an email notification when an attachment is added to sc_req_item (RITM).It works correctly when attachment is added from the backend form view.However, when attach...
