We have many custom applications under CSM and we have 3 workspaces too. Few applications use CSM configurable workspace, but 2 apps for example "App1" use "App1 workspace" and "App2" uses "App2 workspace". When instance got upgraded to Yokohama the ...
once we click this reopen case button, we need to update the flag to true another flag for reopen reason choice field repeater and returner. once we click on reopen case button, we need to open the pop up to capture the reopen the reason. reopen case...
Need assistance with a detailed solution. Our requirement is to fill a smart assessment form from the portal by uploading attachments that contain questions and answers. The Document Intelligence solution should extract the data from these attachment...
Does anyone know if it is possible to implement special handling notes with dynamic content. That is using a special handling note for a particular purpose without configuring a special handling note for every output. Example: We would like to us...
Hi everyone,I would like to test ServiceNow CRM and Service Operations Management (SOM) on a Personal Developer Instance (PDI) to get a realistic hands-on understanding of the capabilities.I’m looking for guidance on the following:Which plugins are m...
We've noticed an issue where certain users are being redirected to the Zoom Contact Center login page ('Callbar' UI Page) instead of returning to the previous ServiceNow page when they hit the "Back" or "Submit" button. This behavior started occurrin...
Hello, I'm getting the field value "Web" on "channel" field in case form how to remove this option but rest all options are working fine. checked the business rules, client scripts, Ui policies but not found anything related to WEB. Kindly help on th...
Hello,I’m looking to understand whether it is possible to allow external users interacting with the CSM Portal to use a reference variable within a service request to select from a list of users. Specifically, I am trying to determine if there is a s...
Hi,we have a use case, where we are having 10+plus languages and we have setup engagement messenger in 3rd party applications and we want to have the content, here it is related to CSM record producer want to translate in their respective languages. ...
Hi! Our agents are using sn_customerservice_agent role so they can create interaction, request and incidents as a 3rd person but, we need to limit their access so they can't access to the CMDB tables. I tried to "duplicate" the sn_customerservice_age...
Hello Community,We are currently designing a ServiceNow CSM data model for a payment processing company and would appreciate feedback from those who have implemented similar scenarios in production.Business ContextWe provide support services for merc...
Please help me for below quires or suggestions 1. I have configured AWA for incident table. 2. Issue - Capacity -in-use is re setting to zero after few min example. I have given default capacity 2. Agent is holding 5 cases with in- progress state...
OverviewThe Customer History tab in Customer Service Management (CSM) Workspace provides agents with a consolidated timeline of customer-related activities and interactions.Out of the box, Customer History resolves context using the standard Consumer...
Hello everyone,In UI Builder, the AI Summary card is visible in the Source-to-Pay workspace, but it is not appearing in the actual workspace UI. About a month ago, it was working correctly and was fully visible.We have already verified that all requi...
Hi AllCan anyone share best practice collaboration tooling when working with the system integrator, e.g. teams, SharePoint that both parties can access?Cheers