Notification is getting triggered twice.
This is on sc_task table still its getting triggered 2 times.
Forum Posts
User Criteria for portal widget
Is it possible to script user criteria to achieve the following? We have a 'Knowledge Featured Articles' widget on our customer CSM portal. We want this widget to be displayed only for customers whose accounts meet specific criteria. Each account has...
Knowledge article import is not defaulting to its set default font and size
I've successfully set the default font and size for creating Knowledge Base articles to Arial 12 in the Article body field. When using "Create an Article" or "Create New," the default font appears as Arial 12 as expected. However, when importing arti...
When a case is assigned to an user, some assignee don't receive an email
When a case is assigned to an user(Fulfiller), then some assignee don't receive an email which is triggered by the system, this is an internal process.I have compared user x ( who receives these messages) and user Y who doesn't receive the email. Ev...
Microsoft teams integration to ServiceNow
I have tried to find documentation to see what prerequisites and limitations there are to set up a Microsoft Teams integration from a customer to our own Service Now instance for support contact - but I cannot seem to locate this.Does anyone have any...
How to call ESC portal from new tab in CSM/FSM workspace using the (+) icon - [chrome_tab property]
Hi all, I have a requirement to route to the ESC portal homepage using a new button within the + icon in the workspace. I have updated the JSON property but its only showing the catalog items from one specific category and not all. I want to show the...
Does anybody know when the CSM Essentials will be released on Demand?
I have been waiting for the CSM Essentials - on Demand course to be released "by the end of August". I was hopping the end of August date was a worst case estimate. Now it is Sept 3. Any scheduling update would be helpful in my planning for a project...
Resolved! Calculate Rating based on other ratings
Hi,I have a requirement that, I have a table "assessment" in this form, I have child fields(tabs in the same form) that has ratings,ex: con.rating field has (1 - High Risk - VAlue(1)2 - Moderately High Risk(2)3 - Medium Risk(3)4 - Moderately Low Ris...
Embed ServiceNow chatbot functionality to office Website
We need to embed ServiceNow chatbot functionality in our office website. We have embedded it in a different custom website using iframe with the below tag and it was working fine.<iframesrc="https://<instance-name>/sn_va_web_client_app_embed.do" styl...
What is csm workspace
Add "Resolve Case" Button in CSM Workspace
Creating Work Item Queues with Routing Conditions Based on Time Zones and Resource Attributes
Hi Community,I am currently working on configuring Work Item Queues in ServiceNow with specific routing conditions for a service channel. My goal is to silo work items based on different teams and locations, with specific criteria for both onshore an...
Customer Service Management (CSM) Simulator - Create Account Teams
Hello, Looking for help with the following task:- Angie Jones is the Sales Account Manager for ABC Corp. John Jason is the Support Manager for ABC Corp. Whenever a high priority case is created for ABC Corp, Angie Jones and John Jason should be notif...
Resolved! CSM CUstomer Service (Contact access to see all related account tickets)
Hi community, What I see is that "Contacts" can only see tickets where the Contact field has their name but not able to see all their account tickets, Is there a way to grant any "Contact" access to see all tickets related to his/her Account? Thanks!
Customer with sn_customerservice.customer cant see all cases in the csm_my_lists page
Customer with sn_customerservice.customer can't see all cases in the csm_my_lists page when selecting all cases from My list widget. For users with that role the All cases and My Cases basically worked the same way.For users with the sn_customerservi...
CSM - Internal and external support, same Service desk
Hi community I know this has been brought up before, but I can't seem to find a definitive answer. I know that CSM was originally build for supporting external customers. Our Service desk is handling enquiries from both internal and external customer...
