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Resolved! Paralell activities in playbook

I'm using Process Automation designer to create a Playbook for CSM and I'm trying to have 2 activities happen at the same time in a lane. That was achieved by using "Start rule = After Previous" in one of them and "Start rule = With Previous" on the ...

iap by Tera Expert
  • 993 Views
  • 5 replies
  • 1 helpfuls

Who is a customer versus a consumer versus a user?

I'm trying to understand the differences between customers, consumers, and users, and when each of these entities is the correct to use within a given situation. We are community college and we have CSM implemented in our environment. The third-party...

Can a business rule be de-activated within a Flow?

Just wondering if it's possible to de-activate/activate a business rule within a Flow. I assume that I'd have to build out a flow action and call it within a flow, I just wanted to know if it's possible, and bonus, if someone has done it already? Tha...

Email Client is not working for one table

Hi Team, I have created a blank email template to just add Signature/logo on Case table with Sender Configuration as SMTP Email Client Body part is added with the logo  Now when someone opens any case record and clicks on Email option on the header, ...

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Create "Contacts" automatically

We recently upgraded to Londonand then migrated to CSM.  CSM users "contacts"  where as  ITSM has "users".  The problem I have is that user accounts are automatically created based on inbound email and users is added as a requestor.. Contacts are not...

RSanders by Kilo Explorer
  • 1371 Views
  • 4 replies
  • 0 helpfuls

CSM External user agent access

As per the business need, we have external vendors who should work on the cases which will assigned to them. They will stay in portal only. I have below concern. What all roles should I give to them (Same role what internal agent have)?  If I am givi...