we are using flow designer for create case by using inbound email reaction and we have already AMR,APAC,EMEA three generic mailboxes from this cases are creating in application then requirement when ever emails is coming from workday email case shou...
Hello, What is the fundamental difference between Knowledge Article and KCS article? In CSM , which one to use? Thank You!
Is there a certain role that allows users to untick the Needs Attention flag when the case isn't assigned to them?For example, a desk manager notices that there are a number of cases sitting in resolved but unable to auto-close as the Needs Attention...
Hi All, I have created new table which is extended the CSM table, but i am unable to view the some of the form fields on the form. can you suggest what is the issues and how to resolve the issueAttached screenshot for references
Hi All, We are looking to track and report on the service desk engineers' case interactions.Our definition of this isCase UpdatesField UpdatesEmails SentThe only method I can find to achieve this at the moment is reporting on the sys_audit table whic...
I have a form ,and in this form ,i have a 'state' field . My request is ,when this ticket was created ,this record enter a queue and automatically assign its Agent. Then when the agent open the ticket ,and changes 'state' as 'ready' , this ticket wi...
Hi,When I am a guest user, even if I use "add attachments" in the chat form, I get stuck at "Uploading attachment..." and cannot attach anything.I tried granting the public role using create or readACL of sys_attachment, but it was not possible to at...
Here, I am using remote spoke with flow Designer while updating remote instance incident. I want to update the remote instance incident and send the attachment to that incident. while sending attachment to remote instance incident, attachments are po...
when i update client site notes in network site table that update update on case form client side notes current and old records also. In both tables common field is site name. How achieve this one.
On a CSM workspace instance, a UI Policy was set to always request additional comments whenever a case status is marked as "Canceled".After providing the necessary additional comments, the case can be saved and the status is set as canceled. Nothing ...
Hello everyone , I am getting this issue when trying to click on assigned to field in Workplace case table .Please check the below image . Please help Thanks
How to add all sections in case form for clent sme role on CSM workspace
we have a requirement to provide case number to external system/consumer within 3 seconds of their API call to company gateway (External system --> API gateway --> ServiceNow) As serviceNow doesnt guarantee that case number will be provided within 3 ...
For client sme role i need to hide or invisible email client templates on workspace, how to restrict data or tabs on workspace based on user roles.
Here i am using remote spoke with flow Designer while updating remote instance incident. how to set assigned to field to integration user in remote instance incident
