When a case is assigned to an user(Fulfiller), then some assignee don't receive an email which is triggered by the system, this is an internal process.I have compared user x ( who receives these messages) and user Y who doesn't receive the email. Ev...
I have tried to find documentation to see what prerequisites and limitations there are to set up a Microsoft Teams integration from a customer to our own Service Now instance for support contact - but I cannot seem to locate this.Does anyone have any...
I have been waiting for the CSM Essentials - on Demand course to be released "by the end of August". I was hopping the end of August date was a worst case estimate. Now it is Sept 3. Any scheduling update would be helpful in my planning for a project...
Hi,I have a requirement that, I have a table "assessment" in this form, I have child fields(tabs in the same form) that has ratings,ex: con.rating field has (1 - High Risk - VAlue(1)2 - Moderately High Risk(2)3 - Medium Risk(3)4 - Moderately Low Ris...
We need to embed ServiceNow chatbot functionality in our office website. We have embedded it in a different custom website using iframe with the below tag and it was working fine.<iframesrc="https://<instance-name>/sn_va_web_client_app_embed.do" styl...
Add "Resolve Case" Button in CSM Workspace
Hi Community,I am currently working on configuring Work Item Queues in ServiceNow with specific routing conditions for a service channel. My goal is to silo work items based on different teams and locations, with specific criteria for both onshore an...
Hello, Looking for help with the following task:- Angie Jones is the Sales Account Manager for ABC Corp. John Jason is the Support Manager for ABC Corp. Whenever a high priority case is created for ABC Corp, Angie Jones and John Jason should be notif...
Hi community, What I see is that "Contacts" can only see tickets where the Contact field has their name but not able to see all their account tickets, Is there a way to grant any "Contact" access to see all tickets related to his/her Account? Thanks!
Customer with sn_customerservice.customer can't see all cases in the csm_my_lists page when selecting all cases from My list widget. For users with that role the All cases and My Cases basically worked the same way.For users with the sn_customerservi...
Hi community I know this has been brought up before, but I can't seem to find a definitive answer. I know that CSM was originally build for supporting external customers. Our Service desk is handling enquiries from both internal and external customer...
We're currently facing an issue where CSM tickets are being created with a guest account, and we are unable to identify the origin of these tickets. They're not being generated from any Inbound Action. After reviewing the logs, it appears that some S...
I have a question about chatting on the service portal.I would like to know how to loop notify agents when connecting from a virtual agent to a live agent. For example, if there are two agents with "available" status, and both of them ignore the conn...
Hi,Current configuration of Templates in CSM/FSM Configurable workspace takes templates from 'sys_template_list' table. We need templates to be taken from 'sn_templated_snip_note_template_list' table.Response Templates in Agent Workspace home takes t...
I have a field on the case form u_sold_product which is a reference to sn_install_base_sold_product_list.How do I set a Reference Qualifier on this field to only show sold products for the account the case is for?