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...
Hi, On our current CSM implementation project, there is a requirement to ensure requesters are always directed to the employee center, and if they try to access the backend they should still be redirected to the employee center. How can we configure ...
Hi! Is the roadmap for future releases published somewhere? I know it's normally shown in the product sessions on Knowledge, but didn't have the possibility to attend 2025. Brs Tanja
In ServiceNow CSM, do we have an out-of-box mechanism (or by using some plugin / little customization) to define organization hierarchy where a customer account can be linked an org from this hierarchy. The scenario I am trying to achieve is somethin...
In this article, I'll explain how to deactivate a UI Action inherited from a parent table for a specific child table in ServiceNow — without modifying high-risk system files that could affect future upgrades.ProblemSometimes, we have requirements to...
Hi Team,I am working on a use case where a technician needs to be scheduled to resolve customer issues at their site. From what I understand, this involves using Field Service Management (FSM) to:Create Work OrdersAssign Service AppointmentsDispatch ...
Hello Everyone, I’m Prakash Hinduja from Geneva, Switzerland (Swiss). I'm working on a ServiceNow CSM use case where I need to configure multiple SLAs on a single case. Has anyone implemented this before?
As a user of the PMC requests,I want eligible PMC production requests to auto-assign to the RTT teamSo that high-priority but low-complexity tasks can be completed faster without manual triage.Description / Problem Statement:The “Hosting – Productio...
Hello Friends, We are facing one issue when in CSM scope application for case Management. when a user reply to update a case, reply did not update into case into comments, when i check email logs email received by ServiceNow but there are continuous...
I noticed some of users able to access ui action. I noticed this get added for users with sn_customerservice_manager > workspace_admin > ui_action_admin ?https://www.servicenow.com/docs/bundle/yokohama-customer-service-management/page/product/custome...
Hi All,I needed help in one of the requirement.I want to create a validation on the additional comments fields i.e. it should be more than 3 characters, I have created an onSubmit client and it works when I update/save the form.However this does not ...
Hello all! since people, who will access my survey are not stored in sys_user table, i have created a survey, which is public accessible via link. To send the survey to my customers, I trigger a Business Rule, which fires an event with notification....
Hi! In the Zurich release notes for Data management for CSM the following is stated: "Improve traceability with serial numbers on Install Base items and direct links to model categories for industry-specific configurations." Does anyone know if you...
In the conversation widget I only want to hide the agent name. I am not sure how to do it because both agent and the user who created the ticket is coming from {{::e.name}} which is coming from data.mergedEntries Please help me how can I remove agent...
Interactive and visually appealing content can significantly enhance the user experience on ServiceNow portals. One effective way to showcase multiple offerings or features is by using a custom slider widget. In this guide, we’ll walk through creatin...
