CSM forum
cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Forum Posts

Time Tracking

Using CSM and PPM. We are looking at the ability to log the time analyst spend on ServiceNow tickets (cases) as well as external responsibilities (e.g., admin tasks, leave, meetings), so that we can accurately track and manage the time within a times...

Scotty88 by Tera Contributor
  • 2980 Views
  • 7 replies
  • 1 helpfuls

Can I extend the timeout session time for one user?

I'm looking to change the duration time for session timeout on only for 1 user. We have a team that uses some TVs to monitor ServiceNow Dashboard(s).  This times out constantly due to inactivity. I found this article on how to change out the timeout ...

Joel B by Tera Contributor
  • 3692 Views
  • 2 replies
  • 1 helpfuls

Email Reply Separator

I have an inbound email flow to process replies to open cases. I would like for the reply to be added to the case as an additional comment. In my flow, I am assigning the email.body_text to the Additional Comments. It's working but it doesn't apply t...

Resolved! Contact creation for CSM

Hi, When creating a contact, the User ID defaults to lowercase automatically. How to set it to make the first letters of the firs name and last name to be uppercase. example: Testing.Pink instead of testing.pink?  

BernadetteAler_0-1723724659307.png

How to create contacts from existing users

We have a large number of existing users (sys_user) who are, in effect, account managers for our customer accounts.  As we bring CSM online, we would like to be able to select these users as contacts for CSM Cases.  Of course, when I try to create a ...

Tomko by Tera Expert
  • 4864 Views
  • 7 replies
  • 6 helpfuls

Don't show generated docs as attachments until approved

Hello,I have a button at the Case (sn_customerservice_case) table that generates a PDF related to this case. I send this generated document for approval. What I need to do is to have this attachment not shown in the case record if it is not approved....

KleoKocaqi by Tera Contributor
  • 263 Views
  • 2 replies
  • 2 helpfuls

send data from one widget to other

Hi, I have 2 widgets. I want to send a data to other widget. in second widget data is not coming. Widget 1: HTML: <button class="btn btn-primary action-btn pull-right" ng-click="selectItem(item.u_zoom_link)">Register</button> Client script: $scope.se...

Rosy14 by Tera Guru
  • 246 Views
  • 1 replies
  • 0 helpfuls

B

Scotty88 by Tera Contributor
  • 247 Views
  • 2 replies
  • 0 helpfuls

Resolved! Improve Display of Values for a List Reference Field in the form

I am trying to get the list of values for a reference field to display in alphabetical order and for each value to display on a new line. Attached is how it currently looks, below is how I would like it to look:Supporting AnalystAbel Tuter,Tamara Dec...

gtfoster by Tera Contributor
  • 506 Views
  • 4 replies
  • 0 helpfuls

Set Date/Time Field in a form to current time

I have a field in my form that is used to show when a ticket is resolved, I need this field (when active) to be set to the current date/time Tried the dynamic field in UI builder but this didn't work for some reason

UI Page configs

 Hi all, In the above UI Page, I've certain requirements to be done:  1. In the action field - I have three values "Add", "Modify" and "Delete": If the associated case does not have any Request created - show only Add option, else the other two optio...

sreeshsurendran_0-1723532991042.png