Permission to make Dashboard visible to all Agents
I have created a report dashboard in the CSM workspace. How can I make dashboard visible to all CSM agents when it's only viewable to managers?
Forum Posts
Resolved! Case list issue
Hello, I need to add a new column ('Needs attention') to the case table list, but every time when I click on Configure -> List layout -> add the field to the list....nothing happens.I did the same steps in my PDI and it works so I have no clue why it...
How to integrate calls/conference into CSM Workspace using MS Teams?
Hello everyone, I would like to ask if we can integrate calls into the CSM Workspace using MS Teams. If possible, can you give me an idea of how to incorporate it? Thanks in advance.
Not receiving emails when mentioned in a ticket - CSM
I'm having an issue with the @mention Notification in ServiceNow. When trying to @mention users in the additional comments field in Case the emails are not being sent.As suggested in one of the articles I tried using 'Save' option instead of Post, s...
Resolved! Business Stakeholder(ITSM) role equivalent for CSM - internal users
Hi Team, Has anyone created or using a role in CSM which gives Readonly access to all the Cases in Service Now for the internal user. sn_customerservice_agent gives access to edit the cases as well which is meant for an agent. I need a readonly acces...
Insert multiple records from record producer using List Collector field
Hi All,I have a requirement, In Record Producer I have "List Collector" Field (name: related_claims ) and I need to insert multiple records based on number of selections in List Collector field for this I have written a script in record producer leve...
Insert multiple records from record producer using List Collector Type field
Hi All,I have a requirement, In Record Producer I have "List Collector" Field (name: related_claims ) and I need to insert multiple records based on number of selections in List Collector field for this I have written a script in record producer leve...
Html type field is not showing in html format in related tab
Hi All, I had created a new field which is HTML type field which supposed to show in HTML format but it is showing as string field. i had added this field in related tab shown below Please help to fix it Regards,Joyal Robert
Move the custom field to teh selected list thru API
Move the custom field to teh selected list thru API
Move the custom field to the selected list
Move the custom field under selected list
Resolved! CSM - Use of case task
Can anyone help me with the below points?1) Why we need to create case task?2) Why we can't work on case? We can assign case to other team's.
CSM configurable workspace - list is not visible
Non-admins cannot view the list menu neither list, can any one help what kind of issue is this, I tried adding them roles as "sn_customerservice_agent" but still no luck I tried adding roles to List module as well but still no luck.
How to change application scope of Resolution Code field from Global to Customer Service
Hello,We have an OOB "Resolution Code" field in the case table within the customer service application scope. For some reason, the client changed the application scope of this field from customer service to global scope using background scripts. Now,...
Email template translation
Hello, I have an existing notification that has an existing email template. My task is to have the notification sent in 2 languages: English and German.Notification: Email template: The issue that I am encountering is that even if the user has the l...
Resolved! Attachement link not appearing in portal as required
Hi,I have a widget. I created a button which will download the attachment from a attachment type field on form. After clicking the button it is going to some diffent link rather that what I want. Its going to :https://XYZ.service-now.com/now/nav/ui/c...
