How to make ‘attach file’ as mandatory when claim damage request is selected as ‘Yes’.
Hi, In record producer, I want to make ‘attach file’ as mandatory when claim damage request is selected as ‘Yes’. Regards,Sanju
Forum Posts
Show field on portal after submitting
I want to make field visible :when user is viewing any recordwhen user is editing any record(service portal>record producer)
OOB filter search funcctionality not working as expected
Hi All,I am trying to search a keyword in filter search, while i am searching an keyword in filter search, it is checking all the key, values in JSON. I want to search the keyword only in Order_ID, not all in the below JSON.Could anyone help me on th...
Resolved! Case VS Case Escalation in CSM
Please tell me the differences between Case VS Case Escalation（or Account Escalation） in CSM.I am learning the CSME course now. And today I know a new function called "Escalation".I feel confused. I can not find the differences between Case VS Case E...
Wrap text/truncate text - in single line with '...' in CSM/FSM configurable workspace
Hi All,Currently i am facing a challenge in displaying the short description in a single line(not multiple lines/limited words).So the requirement is to show the short description in single line in list view. Native UI - Updated override attributes n...
Resolved! CSM Portal Redirection after Registration in Mobile
Hi, I have a requirement that when a consumer successfully registered their account and prompted an email to change password, when they open it via the mobile device and Submit, they were redirected to the native view of Mobile. We want them to be r...
Resolved! CSM - Interaction record does not have the work notes and activity tab available in workspace
Hello Members, When we open an interaction in the CSM workspace, there is no activity section on it also work-notes are not available on it.Logically this does not make sense to me.Consider a scenario, a customer calls the agent, where will the agent...
Lab instance does not have required attachments
I have a lab instance for CSM (Customer Service Management). The Lab 01 states that download the required files from the KB. But there is no KB article to download the files. Below are screenshots of the Lab 01 pdf file. I had also send email to nowl...
Showing "User Not Authorized" error while exporting to excel/csv from portal widget
I have widget "Data Table from Instance Definition" on CSM portal.I have added filter as "Sys_id is one of javascript:new global.caseManagmentUtils().getMyCase();" Script include is fetching sys_id of records.Customer user have access to case t...
Showing Reports or Dashboard in Playbook
HI Team, Can we show reports or a dashboard in the playbook for the agents to use, like we have "show article" activity? Please help !!
Decision table not triggering Subflow - Service Order Fulfilment Policy - Order Management
Service Order Fulfilment Policy (OOTB Decision table), is not triggering any subflows if the service order are created manually. But if the service orders is decomposed via system, then the decision table is triggering the flow as expected.instance r...
What is the difference between Action Status Automation and Case Action Status?
My team is interested in possibly adding Action Status to a project. However, while researching the project, I noticed a number of things that have given me pause: There seem to be two different features with "Action Status" as part of the name. Thes...
Can we create multiple incident from case?
We have requirements to create multiple case from incident. Can we do that and how?
Resolved! Paralell activities in playbook
I'm using Process Automation designer to create a Playbook for CSM and I'm trying to have 2 activities happen at the same time in a lane. That was achieved by using "Start rule = After Previous" in one of them and "Start rule = With Previous" on the ...
Who is a customer versus a consumer versus a user?
I'm trying to understand the differences between customers, consumers, and users, and when each of these entities is the correct to use within a given situation. We are community college and we have CSM implemented in our environment. The third-party...
