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Unable to open cases from CSM portal support agent view in Chrome

I’m experiencing an issue in the CSM portal (support agent view) when using Chrome Version 139.0.7258.139 (Official Build) (64-bit).When I try to navigate away from the landing page to open a dedicated case, clicking the case hyperlink causes the scr...

Mholi by Kilo Contributor
  • 386 Views
  • 2 replies
  • 0 helpfuls

How to create parallel approval User List multiple modules access

Hi Can any one guide meHow  to create the parallel approver subflow so that it waits on the Approval  for the specific RITM’s approval records.Parallel approval beacuse multiple approvers will be there based on access requestThe subflow should pause ...

Resourc by Tera Contributor
  • 304 Views
  • 2 replies
  • 0 helpfuls

Resolved! Integration of Copilot studio with ServiceNow Knowledge base

Hi All,We are planning to perform POC on integration of Copilot studio with ServiceNow Knowledge base (HR, ITSM).searching for the procedure. Could you please suggest if you know any documentation related to that?Please help us if anybody already don...

Shruthi1987 by Tera Contributor
  • 8482 Views
  • 3 replies
  • 2 helpfuls

Integration

var qaurl = 'https://service-now.com';var apipath = '/api/now/table/sys_user_grmember';var username = 'Automation';var pass = 'xxx';var asgrpid = 'e666528b939e2ad4e2cb3af17cba109a'; // Group sys id in qavar value = '84a4d1df87758510735aba2c8bbb3559';...

kirankr2061 by Tera Contributor
  • 386 Views
  • 4 replies
  • 0 helpfuls

Send Automated Survey when the Customer Accepts the Resolution

I want a Customer Satisfaction survey to be triggered when case state changes to "Resolved" and the resolution is accepted by the customer. Survey is only sent once per case. Survey link is delivered to the customer via email or shown in the portal. ...

razanantar by Tera Contributor
  • 317 Views
  • 2 replies
  • 0 helpfuls

Regarding Case Management Notifications

I would like to know the notification conditions and recipients for the notification "Case closed for RP consumers."I understand that the following method is used to create the event that triggers this notification:https://<instance>.service-now.com/...

Resolved! CSM Case Handoff / Transfer – Looking for OOTB Options

Hi Community,I’m working with CSM cases and exploring how to handle case handoffs between assignment groups more effectively.The business requirement is: when the assignment group changes, we want an intermediary form or pop-up to capture structured ...