Secure Audits & DSAR
Hi Folks, I’m interested to know how secured audits and DSAR have been implemented in servicenow with respect to Customer Service & Support?Is there a business case or guide available for this? Thanks in advance
Forum Posts
Configuring Repeater Tabs in UI Builder
Workspaces are now the preferred interface for agents working on resolving the issues. Thanks to their multi-tab and compact layout, they offer an intuitive, seamless experience with all the related actions within reach without switching contexts. Th...
Training Path
Please Suggest the Training Path for Program Management
Issue with CSM workspace
Dear All,When raising a Customer Order from CSM/FSM Workspace, this page is keeping loading without showing anything. It is happening in partner's instance. The instance is in Xanudu version. In my PDI instance it is showing like this : Where is this...
Resolved! How can I write an inbound email action to populate the watch_list field with all TO/CC
Requirement:I need to configure ServiceNow so that whenever an email is received:A case should be created.The case should be linked to the customer account and populated with customer details.Any To and CC email addresses should be added to the cust...
Resolved! How to make comments mandatory based on the knowledge article rating on portal.
I need to enforce a validation on the Service Portal so that when a user submits a knowledge article rating below 3 stars, the comments field becomes mandatory before the feedback can be submitted.
I want to delete the [Reply] and [Forward] buttons in the activity in CSM/FSM Configuration Workspace.
I am currently using the CSM/FSM Configuration Workspace. I want to delete the [Reply] and [Forward] buttons in the activity column of the record information. It would be very helpful if you could let me know.
Grant Program
The Grant Program has been created by following the ServiceNow documentation, and according to the guidance, it should appear in the Grant Management Portal once published. However, despite making several configurations, it’s still not visible.Has an...
Resolved! How to implement create knowledge Ui action for a custom table which is extending case table
How to implement a create knowledge OOTB Ui action for a custom table that extends the case table, also as of now the create knowledge Ui action is also not visible on the case form. How can I activate that on the case and custom table. I have activa...
Create a Record Producer in ServiceNow that updates an existing user's record
I need to create a Record Producer in ServiceNow that updates an existing user's record instead of creating a new one. The fields that need to be updated are: Name, Time Zone, Schedule However, when I create the Record Producer, it currently creates...
Resolved! How can snc_internal users view their submitted cases on the portal.
Hi all,We’ve created a record producer that creates a case in the sn_customerservice_casetable.Our requirement is for users with the snc_internal role to be able to view the cases they have submitted via the esc portal. However, with only the snc_int...
Contextual search results(formatter) in workspace
Want to add the field "Contextual Search results(type-formatter)" to my CSM configurable workspace. Already added it in the default form view, but not visible in the workspace. Also tried using Form design but no use.
Report to show the time spent in each case state.
Case Management - Report to show the time spent in each case state.Need to know on how to generate a report that shows the case and the different states it was in along with the time in each state. the current state of the case can be any. (active...
Looking for Best Approach to Enable Customer Portal in ServiceNow
Hi Community,I’ve been working on setting up an end-to-end customer flow in ServiceNow. So far, I have completed:Raise a Lead – Captured customer interest (via CRM integration).Generate a Quote – Integrated with external quoting tools.Complete an Ord...
Catalog items are not visible on homepage search in CSM Portal and Custom Portal
I am not getting catalog items when searched in the homepage search. But when searched getting the knowledge articles. Even after configuring the search sources for the portal(custom and CSM) , still i cannot get the catalog item results in the homep...
