Good day all. My teams are working on researching ways to automate and/or streamline case reviews for Quality Assurance to ensure that agents are routing cases properly and getting the end users their answers kindly, correctly, and quickly. Ideally ...
Whether you're monitoring SLA adherence, coordinating escalations, investigating what went wrong, or bridging the gap between frontline agents and senior leadership — your experience is exactly what we need. The ServiceNow UX Research team is runnin...
Hi Everyone, For some reason duplicate cases are creating at the same time with different number. Can anyone help me on this what's the reason for this?
Hi All,I created an Event + Business Rule on sys_attachment (After, Insert) to trigger an email notification when an attachment is added to sc_req_item (RITM).It works correctly when attachment is added from the backend form view.However, when attach...
I am facing below issue for some users. Please let me know how to fix this issue. Thank You.
We have a requirement to create a custom table extending the task with 30 + custom fields. For fulfillment we are planning to use the CSM configurable workspace so that agents can update the required fields using playbook steps or directions. We are ...
work notes interactions not visible in service operation workspace zurchi version
Hi everyone,I am trying to understand where the "From" address is being populated when using the Compose Email function from within a Case record (see screenshot attached).From what I can see, I am assuming this is coming from the Case Default Email ...
ITSM integrates with Microsoft Teams and allows requesters to use Virtual Agents and portals within Teams. Could you please tell me if the same can be achieved with CSM?
Hi,my organization uses Customer Project management (com.snc.csm_ppm) to handle projects.For a customer "C", both internal consultants as well as external consultants from a Vendor V can work on the same customer project.When a "V consultant" (from t...
how to disable, sys_attachements paper clip icon on the portal for particular case where case state is closed i.e., state = 3.
Hello, I created custom configurable workspace for scoped application. I would like to add "Collaborate" tab in the Contextual Side Panel Tab. The goal is to integrate Teams chat. I have tried to follow this link but not work: https://www.servicenow...
Can someone help me on where we can configure auto-refresh for a listThe requirement is whenever someone creates a new case, it should automatically appear in the list view without manually refreshing the screen. Thanks in Advance
When customer send case though email if the customer send email allow domains that time only case is created otherwise case is not created and send notification to customer this is un authorized domain.
In CSM/FSM Configurable Workspace, agents may want to create Knowledge Articles directly from the Chrome tab. While this can be configured using the chrome_tab page property, the modal does not close properly when users click Cancel or Create Article...
