My organization is an Insurance Provider. We are working with one of our lines of business, because they have CSRs who act basically like a help desk call center for Insurance Agents.The Agents call with issues such as Having issues updating informa...
Without the Problem RCA task closed the Problem state should not go to 'fix in progress' from RCA. How to achieve this functionality ?
Hi, everyone.I want to override the API that links Case and Incident: CSMIncidentIntegrations. Based on information in KB0817494, a field that is not specified in OOB was successfully federated.However, you cannot change the target of the field speci...
Hi Community,I want to change the name of the form option in workspace.Is it possible? Can you help me? Thank you
Hi, On our current project. On case forms, we are displaying the record producer variables on the case form.However after the request has been submitted and an agent is working on the case. It is possible for them to edit the variables from the case ...
Below are a few tasks that I am stuck in my CSM Simulator Training assignment. Please help with that.1. Contract and Entitlement Management:-The asset entitlement '24x7 Support' has not been setup correctly.2. Case Management:-There isn't a dictionar...
Hello @ExpertsNow Greetings!!!Lets say we have 2 groups in service now one is software and one is hardware so i have added users ABC in hardware group and DEF in the software. Now I would like move DEF to hardware group and ABC to the software group...
Hi.The question is about the settings in the UI Builder, specifically the Record Page.I have the Contextual Sidebar set to be hidden by default.When I open the CSM Workspace, it is indeed collapsed, while the view remains blank. And I would like the ...
Anyone having experience with voice channel 3clogic integration and the fact the state field on SN interaction record is not moving to closed complete when the customer end the phone conversation. Inbound and outbound
Hi. We have several public-facing knowledge bases and need to create one more kb that can only be viewed by logged-in staff users. What is the best way to set up the internal KB so that it is invisible and inaccessible to the public? Thx, rob
Hi All,Cannot share reports based on the case table with the contact on CSM portal.report is shared to everyone and added to portal via reports widget.but when customer(with sn_customerservice.customer_admin role) tries to view the report, following ...
I need to add reports to the CSM portal, and I was able to make them visible to customers using the information from this KB article: https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management...
Since last two months we are intermittently seeing issues where users, both the Fulfillers and End users, are not receiving ServiceNow notifications, though the email logs show sent. We tried disabling assignment notifications for few Fulfiller group...
Hi All, I have a requirement to use google PUB/SUB to receive the message from third party tool , can anyone help me with the steps or any documentation. Thanks in Advance.
Hey guys, maybe you can help! My task is to make some reports visible in the portal for customers (external). I created 4 reports (in global) For me (admin) and for everyone with internal role is working, they can see the reports but for customers th...
