Hello CSM Implementers and Architects, We’re kicking off something exciting—putting together a set of reference architectures for Customer Service Management! To get started, we’re sharing our first artifact: the Customer Data Model diagram for ...
i have a requirement that to remove the problem task tab (hide/remove) in problem record in SOW, also need to add the problem task under the related records, provided the images for reference .
When a user selects a specific value in a playbook activity field, the system automatically Skips the designated playbook stage and advances to the next applicable stageWhen a user makes a selection from a choice field in a Stage 2 playbook activity:...
Need: Automatically send a survey to the contact listed on a case when the case state changes to closed.Actions thus far: Created the template, created the survey, created the questions, created the trigger, and verified that emails are being sent to...
Hello guys, recently I've received a demand which is to create a Virtual Agent. The client has asked me to add hyperlinks in the many returned records from table response. But I didn't find any way of adding those hyperlinks. They don't want HTML Res...
Can interactive filters be added to the Customer Service Portal that control reports in the reports widget?
I am trying to modify the list of choices available in the Agent Assist dropdown within the CSM Configurable Workspace (see attached image).Currently, it shows options like "Resolved Cases, " Open Problems" and "Knowledge Articles".I need to:Remove s...
Hi Community, We have a requirement for Portal Report users to:Preview attachments before submitting a Work OrderNot see attachments after submissionCurrent ChallengeWe implemented ACLs on "sys_attachment" (e.g. sys_created_by == current user).While ...
Hello everyone,I’m working on a requirement where I need to open related list records in a new tab when a user clicks on them.Currently, users have to ctrl + click the url record, but I’m looking for a way to make this happen automatically. Is there ...
Hi All,I am looking for how to create CSM case through email channel in ServiceNow as OOB ? In customer instance they have legacy inbound email action with custom script for case creation. Is there way to use email channel for case creation instead o...
We have requirement for that we need to confirm whether out-of-the-box (OOTB) ServiceNow supports searching or filtering Install Base Items on a Complaint Case based on Install Base Characteristic values?For context:The requirement is to identify or ...
We have a encrypted field on case table and we need to map that field with Record producer variable from map to field in the variable. After mapping we are getting error "Invalid attempt. Encrypted data could not be saved".
Hi Team, I want to translate email script message. I have tried in Messages(sys_ui_message) module, However it is not working. I have closed case notification, in that every text got translated, expect email script one. email script is for survey. t...
Guys - We have a encrypted field on case table and we need to map that field with Record producer variable.After mapping end user is getting error "ErrorInvalid attempt. Encrypted data could not be saved". Please helpThanks
This appears to be the out-of-the-box behavior of the email record form view in CSM Configurable Workspace. In the To field, recipient names are displayed once for each record in the User [sys_user] table that has the same email address.As a result, ...
