how to set assigned to field to integration user in remote instance incident
Here i am using remote spoke with flow Designer while updating remote instance incident. how to set assigned to field to integration user in remote instance incident
Forum Posts
How to trigger the Q&A Genius AI search results
Hi, We recently enabled the Q&A genius reult and this often does a great job of finding a specific passage from a KB article.However, this is often hit and miss and sometimes a genius result is not displayed even though we know there is content in an...
Resolved! UI Policy condition not working for related fields
Hi Team, I have written a UI Policy on a custom form which is having a reference field called as 'Contact'. I am trying to get the 'partner' field access from account object from the related fields but its not workingI am trying to check if Partner i...
Resolved! Assignment group is not populating
Hi all,I have written the below code in customer service application to populate the assignment group based on custom table.Script include getAssignmentGrp: function() { user_array = []; var platform = current.parent_case.u_platform; ...
How to publish thirdparty Application ticketing messages to a Kafka topic for ServiceNow to retriev
HiCan anyone help me with below requirementguide me steps to work on it, Appriciated I want to publish Third-party Application ticketing messages to a Kafka topic for ServiceNow to retrieve.I will require Third-party Application to push messages to K...
Manages view cases for only an account
are there any CSM roles in the system which allows customer admins to only work as agents on their cases.So basically just like itil or agent role for only for their accounts.Because unless you have sn_customerservice_agent role you cannot see the wo...
Resolved! Help Understanding the checkout issue in a workflow
Hello, I need help with the checkout issue that I am facing in one of my workflows. Though I have published the workflow, but it still shows that I have checked it out, can someone please advise on how to go about this?
Using sentiment analysis
Hi all, I am trying to use sentiment analysis and followed all the steps on the docs below, but struggling to show sentiment information on csm workspace.Configure Sentiment Analysis (servicenow.com) are there any other configs that are required in o...
How to make ‘attach file’ as mandatory when claim damage request is selected as ‘Yes’.
Hi, In record producer, I want to make ‘attach file’ as mandatory when claim damage request is selected as ‘Yes’. Regards,Sanju
Show field on portal after submitting
I want to make field visible :when user is viewing any recordwhen user is editing any record(service portal>record producer)
OOB filter search funcctionality not working as expected
Hi All,I am trying to search a keyword in filter search, while i am searching an keyword in filter search, it is checking all the key, values in JSON. I want to search the keyword only in Order_ID, not all in the below JSON.Could anyone help me on th...
Resolved! Case VS Case Escalation in CSM
Please tell me the differences between Case VS Case Escalation（or Account Escalation） in CSM.I am learning the CSME course now. And today I know a new function called "Escalation".I feel confused. I can not find the differences between Case VS Case E...
Wrap text/truncate text - in single line with '...' in CSM/FSM configurable workspace
Hi All,Currently i am facing a challenge in displaying the short description in a single line(not multiple lines/limited words).So the requirement is to show the short description in single line in list view. Native UI - Updated override attributes n...
Resolved! CSM Portal Redirection after Registration in Mobile
Hi, I have a requirement that when a consumer successfully registered their account and prompted an email to change password, when they open it via the mobile device and Submit, they were redirected to the native view of Mobile. We want them to be r...
Resolved! CSM - Interaction record does not have the work notes and activity tab available in workspace
Hello Members, When we open an interaction in the CSM workspace, there is no activity section on it also work-notes are not available on it.Logically this does not make sense to me.Consider a scenario, a customer calls the agent, where will the agent...
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