Report on case first update
Is it possible with standatf reporting (not PA) to create the following report? - the average time it takes to first update a Case that a customer logs? Need average time over the past month, 3 months and 6 months.
Forum Posts
Resolved! Outbound mail configuration
I need outbound emails to customers to be sent from the support@examplecompanyname.com email address rather than individual agents' personal emails. When the agent composes and sends an outbound email to the customer, the email is sent from support@...
Transform Maps
i'm using a transform map to create some new records all of them get a unique number after creation as expected but my concern is if i move these records via xml to prod and suppose there already exist a record with same number so it will clash how t...
URGENT!! View not getting reflected on Portal
Hello! I am trying to add a field called 'Category' to the csm portal - Cases list. I checked the native UI and found 'csp' view to be same as what i see on the portal list view. However, after adding the field on the 'csp' view it is not being refle...
How to make field visible and make mandatory when we change from one field value to other field ?
Hi All, Actually we have three reference fields(Officer, Specialist officer, Gb Officer), so here whenever case created these are empty and we assigned one officer, now the requirement was like1) if for example when case created three are empty so w...
Report is not showing
Hi, I have 2 similar reports on same table, same sharing group, same dashboard. One is showing another is not. Please suggest.
Service Bridge Provider - Consumer connection
Hello, Can someone help me with the step by step guide to configure Service Bridge Provider - Consumer connection with the roles for both? Since I do not have clear idea about it I am unable to make connections between two instances. Thanks
Configure html editor in configurable workspace
Hi everyone, I have a requirement to remove or disable the selection of font style when composing an email in response to a case. I tried tweaking the system properties but it has no effect on the HTML editor toolbar. Please see the image below for r...
Resolved! Please help me, how can I edit the sidebar in workspace?
Dear Experts,I am new to Servicenow and English. Sorry for my poor English.How do I edit the sidebar in the red frame area?Specifically, I want to add Create Consumer (Verify Consumer) to the sidebar.Thank you, brothers.Yoshi
Filter Agent Assist Knowledge base dynamically based on logged in agent or case type
We have two different groups using CSM in the CSM/FSM Configurable Workspace that each have their own knowledge base for their content available to their agents, their customers, and/or the public depending on the article, meaning that they each have...
Export an excel to a network folder hosted on Azure server
Dear experts, We have a requirement to export CSM case data in the form of excel to a network shared folder hosted on Azure Server. We tried creating export sets but the file is storing in the MID Server folder.Is there a better way of doing this? B...
Inbound email flow should trigger when email sent to specific email address
Hey Everyone, I do have requirement, A ticket should be created in SN when a email from ABC has been delivered to XYZ.I was really wondering how SN wanna know about, but some where around while surfing I got to know that O365 team supports us in rout...
Error on the Incident Form
Hello, Can someone please help me understand this error that comes on the incident. It does not hinder the resolution process of the incident but still appears. Regards, Sudiksha Misra
on change client script
i have three on change client scripts running to calculate priority they areon change of impact,on change of urgency,on change of business criticalityfunction onChange(control, oldValue, newValue, isLoading) {if (isLoading || newValue === oldValue) {...
Create Case from Virtual Agent
Hi all, I'm trying to create a case from Virtual Agent by mapping some of my mandatory fields. But, the below code is not working and not creating a case. (function execute() { var caseBT = new GlideRecord('sn_customerservice_b2b_technical_support')...
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