Hi All,I have a requirement add "Attach" UI action agent assist in Interaction table for Service Operation Workspace.It will populate the "Linked Knowledge Article" reference field with the selected KB in Interaction table that is Searching .How can...
I’ve created a Knowledge Base, and articles are displaying on the CSM portal as expected based on the defined user criteria. However, I noticed that a user without the required role can still view all Knowledge Bases and related articles. At the same...
Hi Folks, I’m interested to know how secured audits and DSAR have been implemented in servicenow with respect to Customer Service & Support?Is there a business case or guide available for this? Thanks in advance
Workspaces are now the preferred interface for agents working on resolving the issues. Thanks to their multi-tab and compact layout, they offer an intuitive, seamless experience with all the related actions within reach without switching contexts. Th...
Please Suggest the Training Path for Program Management
Dear All,When raising a Customer Order from CSM/FSM Workspace, this page is keeping loading without showing anything. It is happening in partner's instance. The instance is in Xanudu version. In my PDI instance it is showing like this : Where is this...
Requirement:I need to configure ServiceNow so that whenever an email is received:A case should be created.The case should be linked to the customer account and populated with customer details.Any To and CC email addresses should be added to the cust...
I need to enforce a validation on the Service Portal so that when a user submits a knowledge article rating below 3 stars, the comments field becomes mandatory before the feedback can be submitted.
I am currently using the CSM/FSM Configuration Workspace. I want to delete the [Reply] and [Forward] buttons in the activity column of the record information. It would be very helpful if you could let me know.
The Grant Program has been created by following the ServiceNow documentation, and according to the guidance, it should appear in the Grant Management Portal once published. However, despite making several configurations, it’s still not visible.Has an...
How to implement a create knowledge OOTB Ui action for a custom table that extends the case table, also as of now the create knowledge Ui action is also not visible on the case form. How can I activate that on the case and custom table. I have activa...
I need to create a Record Producer in ServiceNow that updates an existing user's record instead of creating a new one. The fields that need to be updated are: Name, Time Zone, Schedule However, when I create the Record Producer, it currently creates...
Hi all,We’ve created a record producer that creates a case in the sn_customerservice_casetable.Our requirement is for users with the snc_internal role to be able to view the cases they have submitted via the esc portal. However, with only the snc_int...
Want to add the field "Contextual Search results(type-formatter)" to my CSM configurable workspace. Already added it in the default form view, but not visible in the workspace. Also tried using Form design but no use.
Case Management - Report to show the time spent in each case state.Need to know on how to generate a report that shows the case and the different states it was in along with the time in each state. the current state of the case can be any. (active...
