What is csm workspace
Add "Resolve Case" Button in CSM Workspace
Forum Posts
Creating Work Item Queues with Routing Conditions Based on Time Zones and Resource Attributes
Hi Community,I am currently working on configuring Work Item Queues in ServiceNow with specific routing conditions for a service channel. My goal is to silo work items based on different teams and locations, with specific criteria for both onshore an...
Customer Service Management (CSM) Simulator - Create Account Teams
Hello, Looking for help with the following task:- Angie Jones is the Sales Account Manager for ABC Corp. John Jason is the Support Manager for ABC Corp. Whenever a high priority case is created for ABC Corp, Angie Jones and John Jason should be notif...
Resolved! CSM CUstomer Service (Contact access to see all related account tickets)
Hi community, What I see is that "Contacts" can only see tickets where the Contact field has their name but not able to see all their account tickets, Is there a way to grant any "Contact" access to see all tickets related to his/her Account? Thanks!
Customer with sn_customerservice.customer cant see all cases in the csm_my_lists page
Customer with sn_customerservice.customer can't see all cases in the csm_my_lists page when selecting all cases from My list widget. For users with that role the All cases and My Cases basically worked the same way.For users with the sn_customerservi...
CSM - Internal and external support, same Service desk
Hi community I know this has been brought up before, but I can't seem to find a definitive answer. I know that CSM was originally build for supporting external customers. Our Service desk is handling enquiries from both internal and external customer...
Records creating with Guest account
We're currently facing an issue where CSM tickets are being created with a guest account, and we are unable to identify the origin of these tickets. They're not being generated from any Inbound Action. After reviewing the logs, it appears that some S...
Resolved! How to loop the notify to agents about the connection to the live agent
I have a question about chatting on the service portal.I would like to know how to loop notify agents when connecting from a virtual agent to a live agent. For example, if there are two agents with "available" status, and both of them ignore the conn...
Need to change the table of Response template in Contextual side panel of CSM configurable workspace
Hi,Current configuration of Templates in CSM/FSM Configurable workspace takes templates from 'sys_template_list' table. We need templates to be taken from 'sn_templated_snip_note_template_list' table.Response Templates in Agent Workspace home takes t...
Reference Qualifier sold product
I have a field on the case form u_sold_product which is a reference to sn_install_base_sold_product_list.How do I set a Reference Qualifier on this field to only show sold products for the account the case is for?
Restrict Widget Access
We have a 'Knowledge Featured Article' widget on our CSM portal that we only want to be visible to customers based on the account they belong to. On the Account form, there's a field called u_account_team, which has three options:Option AOption BOpti...
Dashboard with Dynamic Content Filter for Reservation Mgmt
I have a dashboard that has a calendar and uses a dynamic filter. That dynamic filter is build on a dynamic content / content block programmatic (script below). I have changed the building to be multi-select optional, but when in use, the filter only...
Please help me, how do I change the display format of the phone number in the workspace?
Dear Experts,I am new to Servicenow and English. Sorry for my poor English.How can I remove the notation “+81” in the red frame area?I set “glide.phone_number_e164.display_national” etc. in “sys_properties.list” but it did not work.Thank you, brother...
Change User Class from Contact to User
I need to change the user class from contact to user, except it looks like the platform is blocking me on every front.
CSM/FSM Configurable Workspace - Show E-Mail Details CC by default
Hello everyone,is it possible to display the email preview in the CSM/FSM Configurable Workspace with expanded details by default?We would like the CC field (if filled) to be displayed by default without having to click on ‘show details’.
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