Hi folks, I've just received requirements to ingest Microsoft Teams calls into our ServiceNow instance and use our CSM setup to route the calls to available agents. The same would apply with voicemails received. I am not sure where to even start wit...
Is there a way to grant access to a KB article, if the article has read access to a specific group, but the Knowledge Base that the article is published in is locked down to other groups? Ex: 'Knowledge Base' is given Can Read to group A and group BA...
Here is the part of Essential CSM text. It says red indicator means blocked.And blocked cases can have the following status:・Blocked by customer・Blocked internally (cause by an open case task, resolves when the case task closes)・Blocked internally an...
Automatically open the Virtual Agent chatbot when user logs and lands on portal the first time on each new session. Users should be able to close the Virtual Agent chatbot if they don't want to use it. Please find below the HTML code of the Virtual A...
Hello, everyone!The doc below says Record producers can be a information source of agent assist. But I can't understand. Because for me, 「a record producer is a specific type of catalog item that allows end users to create task-based records, such as...
In the ServiceNow native view, I can make the label for a field a hyperlink, by setting the URL field on the Field Label record. Is there a way to do the equivalent of this for a field in the CSM Configurable Workspace?Note that I tried to create a f...
I'm trying to disable the internal login for CSM portal.Even though setting this property value as true , still not able to disable internal login in CSM portal.glide.authentication.external.disable_local_loginSteps to reproduce: Go to system propert...
We created a survey for closed interaction (NOT incidents). We are getting results and want to link it back to the 'triggered' record. Interactions are not tasks making dot walking a little tricky. Does anyone know how to map a "asmt_metric_result" ...
Hi team,Could anyone help me out to achieve this? How to Pin & Set always open the filter component when create new case in CSM/FSM config Workspace? The below first image is coming by default with filter condition component as unopened, since it is ...
Hello Team, I have been working fsm module on my personal instance .Requirement:i want to get the current location of an field service agent . I have installed the geolocation plugin (com.snc.geolocation) and enabled the checkbox (Geo location tracke...
I have a group hierarchy set up the Assignment Group field on the Case table...but the "Find me" button that opens the Case Assignment Workbench is available to all and it displays all Assignment Groups in the filter.There doesn't appear to be any pl...
Hello, we want to implement a reporting for all cases in which we can see a lifecycle of a case. As example how long was the state 'Awaiting Info'. I tried it with the sys_audit table but there a information missing as the case number. And when we tr...
Hi,An attachment which is attached in inbound email (Quick messages) is getting reflected in the target record (Case). So to test this I was sending the quick message to my outlook. When I check in system logs, the email is sent. But not received in ...
i have an ACL issue I believe. A user submits record producer A but cannot see the number or the record after submission, however the record is in fact created. Same user submits record producer B from the same table and can see the number and record...
Hi Everyone, Is their any possibility that we can show the banner message on CSM workspace like we do on Native UI or portal (announcements)? I know we can show the announcements on Native UI based on user criteria, But I want to show the message onl...
