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...
Hi - I’m dealing with a scenario where I would like to combine the versatility of Employee Center with Customer Service Management. In other words, replacing /csm with /esc. Does anyone see any technical or functional roadblocks with this approach No...
Hello Community,I have a scenario where ACLs provide read and write access to a specific field for certain users. However, other users who are not specified in the ACL are still able to input data into this field using a record producer.When these us...
Hi all, I have a requirement to hide the Email client in the "Compose" section from activity stream when the case is closed. Right now, an agent can send an email using this feature even if the case is closed. I want to restrict that. The worknotes a...
Is there any way we can translate reference table. For example we want to translate the locations dropdown option which is attached to the location table.
When we raise a case ticket , based on service assignment group should populate. For this i have written a script. var val = '';var itSuppGrp = new GlideRecord('sys_user_group');itSuppGrp.addQuery('name','IT Support');itSuppGrp.query();if(itSuppGrp.n...
Hi, I want to capture ServiceNow logged-in user id on my Openframe html page. My html page and JS are deployed on separate application server on-premise(tomcat). Can you please let me know how to get this? ThanksUmesh
Hello.It appears that a record is created in sysapproval_aprover when a record is created in sn_customerservice_registration.What function is used to create the sysapproval_approver record?Business rules? Or another script? ?
Hi Team, Can anyone help me how to the get 3rd additional comment from request?
