I have a group hierarchy set up the Assignment Group field on the Case table...but the "Find me" button that opens the Case Assignment Workbench is available to all and it displays all Assignment Groups in the filter.There doesn't appear to be any pl...
Hello, we want to implement a reporting for all cases in which we can see a lifecycle of a case. As example how long was the state 'Awaiting Info'. I tried it with the sys_audit table but there a information missing as the case number. And when we tr...
Hi,An attachment which is attached in inbound email (Quick messages) is getting reflected in the target record (Case). So to test this I was sending the quick message to my outlook. When I check in system logs, the email is sent. But not received in ...
i have an ACL issue I believe. A user submits record producer A but cannot see the number or the record after submission, however the record is in fact created. Same user submits record producer B from the same table and can see the number and record...
Hi Everyone, Is their any possibility that we can show the banner message on CSM workspace like we do on Native UI or portal (announcements)? I know we can show the announcements on Native UI based on user criteria, But I want to show the message onl...
Hello, In CSM portal, if customer is entering details about a case in one language then can this be dynamically translated in to different language. Scenario :1) Customer entered details like description etc in a case in Spanish language2) Resolver/a...
We want to change the translate the widget in other language . How should we proceed with that and does this will change the form as well which are been used under that .
List of suggested Exclude Tables and Preserve Data for cloning for CSM
Hi, I am trying to provide email client template module on CSM workspace to the business users, so that customer can add/modify the template based on their requirements. But upon working on this development, I saw the field body html "html script" fi...
I have a business requirement where I have to define customer/account specific service level agreements. This needs to be done using contracts & entitlements. I have created contract & entitlement definitions, and attached to the account. Then, I hav...
We have been facing issue with our Attachments Related List on a Case on Agent Workspace which correctly shows all attachments on the table, however when i click on the attachment it opens up the record details in a new tab while i dont see the attac...
Hi Team ,I have installed all required plugins on my PDI .I can be able to see 'Escalate Case' UI action with "Form Link " checkbox clicked.When I try to open case under CSM, I am not able to see 'Escalate Case' link under "Related Links" Section.Nee...
Hi Everyone, We have a requirement to add the variables section in sn_customerservice_task table? Is it possible to add the variables in the sn_customerservice_case and sn_customerservice_task tables same as like the variables in the sc_req_item tabl...
Hello, I have a requirement to create a report that shows many hours every agent has been available in the workspace. The agent history statuses are located in this table "awa_agent_presence_history"I have tried to create a Matric Definition for that...
Could you tell me how to generate a quote in ServiceNow?Currently, we are following these steps: 1. Upload PDF template on any record, such as an incident record or an order record, as an attachment. 2. I create two XLM files. One is set up the "Gene...