Situation is the organization is a school with multiple locations. they want to implement a CSM portal for case intake. Each parent or student is mapped to a location and the support group giving customer services could be central team or local schoo...
Hi Everyone I am trying to Integrate a playbook built via PAD on CSM/FSM configurable workspace, however I can see the playbook when did on some dev instance of client, however, I am unable to achieve it when done on my PDI. Is there any limitation ...
on ServiceNow after filling in login credentials I am redirected to an error page before I'm taken to the landing page.
We start a conversation when the customer sends us a message with the virtual agent and then the live agent follows. Now it happens that we receive empty message requests, how can we block these so that no conversation starts at all?
Hi All,I am trying to change the timestamp from 1 day ago to datetime (yyyy/mm/dd 11:11:11) in the csm portal activity tab.I changed in the CSM Standard Ticket Conversation widget but created on is showing for all the comments.Please help in this.Tha...
Hi All, I am creating Playbook using PAD, however, afterwards trying to add that Playbook the CSM/FSM configurable workspace, however, unable to achieve the same.
Hi, We are using Complaints Module for internal users to create complaints on behalf of Customers. So what role can be used to access Country(snc_country) from complaint form by internal users who are not part of Customer Contacts. RegardsKK
Hi, We are using Complaints Module for internal users to create complaints on behalf of Customers. So what role can be used to access Assets (Search and choose using Reference field in form) by internal users who are not part of Customer Contacts. R...
Just wondering if it's possible to de-activate/activate a business rule within a Flow. I assume that I'd have to build out a flow action and call it within a flow, I just wanted to know if it's possible, and bonus, if someone has done it already? Tha...
Hi Team, I have created a blank email template to just add Signature/logo on Case table with Sender Configuration as SMTP Email Client Body part is added with the logo Now when someone opens any case record and clicks on Email option on the header, ...
We recently upgraded to Londonand then migrated to CSM. CSM users "contacts" where as ITSM has "users". The problem I have is that user accounts are automatically created based on inbound email and users is added as a requestor.. Contacts are not...
As per the business need, we have external vendors who should work on the cases which will assigned to them. They will stay in portal only. I have below concern. What all roles should I give to them (Same role what internal agent have)? If I am givi...
Hi all, In agent workspace by default short description is shown in tab for a case, can we display ticket number instead of Short description just like case task. Refer screen shot
How can I configure a dynamic widget on a webpage that adjusts according to each article, allowing users to click on a header link that navigates to the corresponding section of the page? Do I need to set this up individually for each article, or is ...
