UI Action not showing up in the Agent Workspace even after enabling the Workspace Form Menu checkbox
Workspace Menu is enabled and the UI Action is active but still this doesn't show up in the Agent Workspace Menu.
Forum Posts
Can not find the right answer about work order in a company hierarchy
On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)Your selection is correctA. Partner adminB. Partner contactYour selection is correctC. Customer adminD. Customer contactSomebody told me the ...
ByDefault show Additional comments journal field on incident form onload.
How to make Additional Comments (Customer Visible) field By Default visible Onload incident form, when user open the form. Currently whatever checkbox we check whether it is work notes or additional comments that jornal field is visible but i want to...
How to Setup Custom Agent assist for sys_cs_conversation / sys_cs_message table?
Hi,I am trying to setup a custom Agent assist button on the contextual side panel, which will be used to get the live transcriptions of a conversation of a agent and customer and then find the solutions through agent assist. Problem: When I am tying...
Attendance Records
Hi! I’m building an application to help teachers take attendance. I’m creating a page on the service portal that lists all students and allows teachers to mark them as present or absent. On the back end, I’m using a table with three fields: Date, Stu...
Remove a user from a mail-enabled security group
We are currently on Utah, and are trying to find a way to remove a user from a mail-enabled security group. Currently this is not available it seems as Microsoft Azure AD Spoke just does not have this functionality. I reviewed this article https://su...
Resolved! meaning of "accountISNOTEMPTY^EQ"
Hello.If "accountISNOTEMPTY^EQ" is set in the workflow execution condition,Under what conditions will it be executed?Please tell me the meaning of "accountISNOTEMPTY^EQ".
Resolved! Tables to update from Service Portal
Hello.Is it correct that the information entered from the service portal is always stored in the case table (sn_customerservice_case)?(After storing it in the case, store it in the internal table mapped by the record producer)If there are cases where...
Should we use CSM?
My organization is an Insurance Provider. We are working with one of our lines of business, because they have CSRs who act basically like a help desk call center for Insurance Agents.The Agents call with issues such as Having issues updating informa...
How to override Read-only API?
Hi, everyone.I want to override the API that links Case and Incident: CSMIncidentIntegrations. Based on information in KB0817494, a field that is not specified in OOB was successfully federated.However, you cannot change the target of the field speci...
Resolved! How to rename the form option in workspace
Hi Community,I want to change the name of the form option in workspace.Is it possible? Can you help me? Thank you
How to make the variables from record producers read only on a case form.
Hi, On our current project. On case forms, we are displaying the record producer variables on the case form.However after the request has been submitted and an agent is working on the case. It is possible for them to edit the variables from the case ...
Move the Values
Hello @ExpertsNow Greetings!!!Lets say we have 2 groups in service now one is software and one is hardware so i have added users ABC in hardware group and DEF in the software. Now I would like move DEF to hardware group and ABC to the software group...
Contextual Sidebar Panel
Hi.The question is about the settings in the UI Builder, specifically the Record Page.I have the Contextual Sidebar set to be hidden by default.When I open the CSM Workspace, it is indeed collapsed, while the view remains blank. And I would like the ...
3Clogic voice nteraction state field not moving to closed complete when customer hangs up
Anyone having experience with voice channel 3clogic integration and the fact the state field on SN interaction record is not moving to closed complete when the customer end the phone conversation. Inbound and outbound