CSM real time uses cases
Hi All / @Runjay Patel ,Could you please help me for real time business use cases for CSM model?
Forum Posts
Adding Senders Email and CC to Watch List (Including External Emails)
Hi Everyone, What is the best method to automate adding the senders email and emails in the CC to the watch list of a ticket?Example, an external user emails in to open a ticket and has other emails in the CC.I want these email addresses to immediate...
Create Case UI action is not working in CSM/FSM Configurable workspace
Hi,I have created two new case types and also created service definitions as well. But when I try to create a case from Interaction form on the CSM/FSM Configurable workspace, I'm not getting any popup window to select the case type to create a case....
Some user are getting "You do not have sufficient privileges to access this knowledge item" error
Hi, some users are encountering the error message: "You do not have sufficient privileges to access this knowledge item" when attempting to open a knowledge article that is set to be accessible to all users. Troubleshooting Steps Taken: Verified that...
I want to learn ITOM and related modules like service mapping and other how am I suppose to start
Hi Team, I really want to learn ITOM module and with ITOM module I also want to learn other related modules like service mapping and other modules, I dont know from where I should start can anyone help me in this?? Thank You,Regards
Resolved! Difference between Proxy Contact and Contributor User in CSM
We have implemented CSM in our company which is used by internal employees and external vendors to create cases. Internal employees use Service Portal to create cases and external vendor uses email channel to create cases. External vendors doesn't ha...
How to make one variable readonly after task is closed
Hi Team, for making sc_task variables readonly, I have written a UI Policy applies on catalog task and below is my script. Now I have another variable on task form which is mandatory, after saving the record variable is automatically changing to re...
How to hide "Mini email compose" component from activity stream panel when the case is closed?!?
Hi all, I have a requirement to hide the "Mini compose email" component from CSM/FSM workspace activity stream. Its been activated recently when we upgraded the workspace. I was able to find out how the visibility is controlled in the UIB but unsure ...
Disable Postpone MFA option if user logging in from Portal.
When a new user is logging in, the MFA shows up. At the bottom there is an option 'Postpone setup'. I want to disable this if the user is logging in from our custom CSM Portal.
I just want to delete this post but it won't let me
I just want to delete this post but it won't let me
How to convert the any date time to yyyy-MM-dd "2024-12-30 08:14:54
How to convert the any date time format into yyyy-MM-dd "2024-12-30 08:14:54" this format. My requirement is that i want the datetime to be in System(yyyy-MM-dd) format. Thanks,Shashank Sharma
How to add a custom field for recommendations in data import from CrowdStrike?
Need custom field for recommendation that can be filled by the analyst while importing data from the CloudStrike. Can we do it? How?
Custom table is not displayed in the table list to select as a reference for Simple list component
Hi All, I have created a custom table called "Manage applications" in a scoped Application. I am trying to make this table visible as a Simple list in the workspace. But I am unable to see this table in the list of the simple list component.Screensho...
How To Script the Condition field on table
Hi All, Thanks in Advance.I have a requirement where i have to match condition type field from one table to condition type field in another table.I need to know how we can Script the Condition type field( like glide record and Query).
Share Your Insights - Survey for Product Improvement
Hi everyone, We're looking for Customer Service Management (CSM) purchasing decision makers and/or technical decision makers to complete our Product Research Survey. The insights from this survey are critical in shaping the development of our pro...