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Resolved! Exclude a user from the leader board in a CSM Community

We want to exclude certain users from the leader board in our CSM Community. For example, we have an employee with a lot of points and we don't want that employee to appear on the leaderboard.What is a method that I can use to exclude the employee fr...

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How to Open Related List Record in a New Tab?

Hello everyone,I’m working on a requirement where I need to open related list records in a new tab when a user clicks on them.Currently, users have to ctrl + click the url record, but I’m looking for a way to make this happen automatically. Is there ...

MulyaM by Tera Contributor
  • 572 Views
  • 1 replies
  • 0 helpfuls

CSM

I have a case record which is created manually then have a task below the case,  where in the case and task is related with the case number (u_tow) and when i create a case we have mandatory fields like description, requirement,location.After filling...

AWA and Skill based routing

Hello, I configured 3 skill levels for MS Outlookk:- Low:  value 1- Medium:  level 5- Expert:  level 10 And I configured AWA based on these skills, for self-service channel. I assigned MS Outlook Low skill to one of agents and Expert skill to another...

In Agent Workspace the cursor randomly jumps from multiline field

Does anybody experienced anything like this?We have a multiline field on the Case table. When the support engineeer types in this field in Agent Workspace, the cursor randomly jumps out from the field to somewhere else which is very annoying.It start...

BigZolo by Tera Expert
  • 2499 Views
  • 23 replies
  • 8 helpfuls

Send notifications when Incident is not updated

Hi Team, What I am basically looking for is to send notifications to users to whom an incident is assigned when the ticket is not updated for 5 days.Also, please tell me how to include the manager of the user to whom the incident is assigned ('assign...

Manasa Allu by Tera Contributor
  • 1463 Views
  • 5 replies
  • 1 helpfuls

Auto-tagging a case based on quick message

Hello community! I'm trying to tag cases based on the quick messages selected by agents, the challenge for me is to do it automatically Is there a way to identify the quick massage sent and then tag the case automatically? Thanks in advance for your ...

JorgeCarloS by Tera Contributor
  • 296 Views
  • 1 replies
  • 0 helpfuls

License count

is there a way to check how the roles were removed from users. Within a week, the license count was dropped to 1000 less and need to check how this was dropped suddenly. please provide possible ways to check 

TP10 by Tera Contributor
  • 227 Views
  • 1 replies
  • 1 helpfuls

Resolved! Enable Language Selector in service portal menu

I am trying to enable Language Selector in Service portal main menu. As per the documentation, I am able to enable the property (glide.sp.portals.language_selector_enabled). and copy the sys_id's of portals to the value. But cannot see the lang selec...

akhil_kusa by ServiceNow Employee
  • 1582 Views
  • 3 replies
  • 0 helpfuls