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...
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...
We're currently facing an issue where CSM tickets are being created with a guest account, and we are unable to identify the origin of these tickets. They're not being generated from any Inbound Action. After reviewing the logs, it appears that some S...
I have a question about chatting on the service portal.I would like to know how to loop notify agents when connecting from a virtual agent to a live agent. For example, if there are two agents with "available" status, and both of them ignore the conn...
Hi,Current configuration of Templates in CSM/FSM Configurable workspace takes templates from 'sys_template_list' table. We need templates to be taken from 'sn_templated_snip_note_template_list' table.Response Templates in Agent Workspace home takes t...
I have a field on the case form u_sold_product which is a reference to sn_install_base_sold_product_list.How do I set a Reference Qualifier on this field to only show sold products for the account the case is for?
We have a 'Knowledge Featured Article' widget on our CSM portal that we only want to be visible to customers based on the account they belong to. On the Account form, there's a field called u_account_team, which has three options:Option AOption BOpti...
I have a dashboard that has a calendar and uses a dynamic filter. That dynamic filter is build on a dynamic content / content block programmatic (script below). I have changed the building to be multi-select optional, but when in use, the filter only...
Dear Experts,I am new to Servicenow and English. Sorry for my poor English.How can I remove the notation “+81” in the red frame area?I set “glide.phone_number_e164.display_national” etc. in “sys_properties.list” but it did not work.Thank you, brother...
I need to change the user class from contact to user, except it looks like the platform is blocking me on every front.
Hello everyone,is it possible to display the email preview in the CSM/FSM Configurable Workspace with expanded details by default?We would like the CC field (if filled) to be displayed by default without having to click on ‘show details’.
I have loaded my PDI with several modules, and have lost the ability to create new customer accounts. I have CSM/FSM. Any hints?
Hello community,As admin i am able see the SLA category in CSM/FSM work space. CSM Agent not able see the SLA category in Workspace. I saw this one on PDI instance also. How to make it SAL category visible to agents in CSM/FSM workspace.
Hi All,I am trying to create new scenarios on my company's demo instance [after installing plugins] but facing the below errors with regard to HRSD. Can anyone guide me please.Thanks 1. In New HR Profile, Location hierarchy data is not reflecting aga...
Workflow Design with Flow Designer: ServiceNow’s Flow Designer allows you to create reusable workflows with a drag-and-drop interface. You can design workflows that connect multiple departments (e.g., IT, HR, Finance) without needing heavy coding.In...
