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Resolved! REST API Authentication not working

Hi,I'm trying to use REST API to get cases. I'm calling this endpoint /api/sn_customerservice/case using this as reference:https://docs.servicenow.com/bundle/washingtondc-api-reference/page/integrate/inbound-rest/concept/case-api.html#title_case-GET-...

DimaB by Kilo Expert
  • 1416 Views
  • 4 replies
  • 0 helpfuls

Notify when a case is created or updated

Hi, I have a developer instance of CSM running and I'm looking for a way to get notified via api call when a case is created or updated, ideally with a webhook. I couldn't find a way to do it, is it possible? Thanks in advance

DimaB by Kilo Expert
  • 763 Views
  • 5 replies
  • 0 helpfuls

Unified Navigation bar visibility in CSM Configurable Workspace

We would like to manage the visibility of the Unified Navigation bar inside of CSM Configurable Workspace. Currently, some users are able to see it and some are not, and this varies between our prod and dev environments. We are unsure of how the syst...

triborro by Tera Contributor
  • 314 Views
  • 1 replies
  • 0 helpfuls

Resolved! Auto Assignment of Interactions - revert to manual

We want interactions to be manually routed. What property deactivates populating the assigned to field? Table name: interactionfield name: assigned_totype of submission is "Walk-up" via Walk-up solution check in portal

Are new case types counted as custom tables?

Hello, It has been requested to create a new case type on a customer. The question is: is the new case type table going to be counted as a "custom table" and deducted from the CSM's custom tables entitlement? Thank you.

Sergio43 by Tera Contributor
  • 616 Views
  • 3 replies
  • 0 helpfuls

Knowledge Homepage in CSM Workspace

What is the recommended way to create a Knowledge Homepage accessible from the CSM Workspace by agents? I see documentation around UI Builder as well as Service Portals, but I am unsure of the best way for agents to access this information while rema...

kshort by Tera Expert
  • 462 Views
  • 2 replies
  • 1 helpfuls

Resolved! SLA cancellation through fix script for bulk 300+ incidents

Hi All, I have a requirement asking to cancel the SLA through fix script for 300+ incidents. There are 2 to 3 SLA's associated with each incident. Do we have any fix script to cancel the associated sla's for 300+ incidents. I have created the below f...

phr by Tera Contributor
  • 733 Views
  • 2 replies
  • 0 helpfuls

Resolved! CSM:Data segregation based on customer account /company

Hello Everyone, Hope you are doing well. I have a question about Data segregation based on customer account/company. We have a company(which related to account) field on incident , problem, change table and requirement is to show the records(incident...

BAK2211 by Tera Expert
  • 500 Views
  • 1 replies
  • 2 helpfuls

agent workspace

hi i have one agent workspace and in title i need case number and below it i need short desrciption. how do i configure it. i checked in header workspace and over there its showing to select one primary field. 

Deepanshi1 by Mega Guru
  • 217 Views
  • 1 replies
  • 0 helpfuls