We have three service channels configured in the Available presence state, and I would like Call and Chat to be automatically selected when agents set their status to Available in Workspace.
Morning, on the Service Portal (playbook form) the date field displays as yyyy-MM-dd even though in the Core UI, dates show correctly as dd-MM-yyyy. The system property date format is set up as dd-MM-yyyy. What is the supported way to make the portal...
I need to create a filter that takes the logged-in user in the variable set (it will always be a manager) and only displays users who have the logged-in user as their manager in the employee name field. The employee name field is a reference type for...
Hi Community,We have registered app in azure and done set up as per Setting up Azure DevOps OAuth 2.0 credentialI tested the connection using Get OAuth Token UI action and we are getting token also. However I am facing issue as shown below Outbound -...
Hi Folks: Would greatly appreciate a few more details on the purpose and relationships between installed base items, sold product, and installed product. Why, for example do we need installed product? Could installed base item instead just referenc...
How can we allow a user to comment on open cases without assigning any role?Is it possible to achieve this using an Access Control Rule (ACL)? If yes, could you explain how?
When case is created in Customer Portal. I need a copy case functionality. When user clicks the Copy case in the customer portal then the selected fields values should be auto populated to Case creation form in customer portal. So that user can dupli...
Hi, Could somebody please provide the roadmap for the CSM Test.Requesting to please provide the resources and courses needed to prepare, Udemy courses, and any dumps for current Yokohama would be greatly appreciated.If somebody has given in recent 1-...
Hi,we use Google translate for translating for instance additional comments, as we have a multi language presence, but it looks like it only works so far for users with snc_internal role, is there a way to enable this also for customers? (snc_externa...
We just recently changed all the email/user names in all of our systems, including ServiceNow. When we changed the user name, the Workspace the 'My Lists' section apparently is tied to the old user name behind the scenes, because all of those lists ...
Came across an interesting challenge the other day and wanted to see if folks here know what I did incorrectly in setting this up. In Vancouver (just for clarity). I have at least one Case where it had an incident linked to it, as well as another Cas...
Issue DescriptionIn the Lead to Contract Management Workspace, the Catalog section does not display any content. The section continuously shows a “Loading” state and does not render the catalog items. This prevents users from accessing or selecting c...
Hello We are working on awa service channel. Cases are perfectly routing and assigning to agent but capacity in use data is not properly updating in agent capacity table. Like the numbers are not properly updating. Please of anyone has any experienc...
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
