How to make Additional Comments (Customer Visible) field By Default visible Onload incident form, when user open the form. Currently whatever checkbox we check whether it is work notes or additional comments that jornal field is visible but i want to...
Hi,I am trying to setup a custom Agent assist button on the contextual side panel, which will be used to get the live transcriptions of a conversation of a agent and customer and then find the solutions through agent assist. Problem: When I am tying...
Hi! I’m building an application to help teachers take attendance. I’m creating a page on the service portal that lists all students and allows teachers to mark them as present or absent. On the back end, I’m using a table with three fields: Date, Stu...
We are currently on Utah, and are trying to find a way to remove a user from a mail-enabled security group. Currently this is not available it seems as Microsoft Azure AD Spoke just does not have this functionality. I reviewed this article https://su...
Hello.If "accountISNOTEMPTY^EQ" is set in the workflow execution condition,Under what conditions will it be executed?Please tell me the meaning of "accountISNOTEMPTY^EQ".
Hello.Is it correct that the information entered from the service portal is always stored in the case table (sn_customerservice_case)?(After storing it in the case, store it in the internal table mapped by the record producer)If there are cases where...
My organization is an Insurance Provider. We are working with one of our lines of business, because they have CSRs who act basically like a help desk call center for Insurance Agents.The Agents call with issues such as Having issues updating informa...
Without the Problem RCA task closed the Problem state should not go to 'fix in progress' from RCA. How to achieve this functionality ?
Hi, everyone.I want to override the API that links Case and Incident: CSMIncidentIntegrations. Based on information in KB0817494, a field that is not specified in OOB was successfully federated.However, you cannot change the target of the field speci...
Hi Community,I want to change the name of the form option in workspace.Is it possible? Can you help me? Thank you
Hi, On our current project. On case forms, we are displaying the record producer variables on the case form.However after the request has been submitted and an agent is working on the case. It is possible for them to edit the variables from the case ...
Below are a few tasks that I am stuck in my CSM Simulator Training assignment. Please help with that.1. Contract and Entitlement Management:-The asset entitlement '24x7 Support' has not been setup correctly.2. Case Management:-There isn't a dictionar...
Hello @ExpertsNow Greetings!!!Lets say we have 2 groups in service now one is software and one is hardware so i have added users ABC in hardware group and DEF in the software. Now I would like move DEF to hardware group and ABC to the software group...
Hi.The question is about the settings in the UI Builder, specifically the Record Page.I have the Contextual Sidebar set to be hidden by default.When I open the CSM Workspace, it is indeed collapsed, while the view remains blank. And I would like the ...
Anyone having experience with voice channel 3clogic integration and the fact the state field on SN interaction record is not moving to closed complete when the customer end the phone conversation. Inbound and outbound
