ACL
what is the difference between start SLA and retroactive start SLA in serviceNow, I want to know proper Key differences in between them.
Forum Posts
Find which assignment rule applied
Our assignement rule function does not behave as expected. Therefore, I need to find out which assignment rule has been applied when I save a case record. The audit history (History --> List)does not show the assignment rule name. Please help Regards...
How to restrict case creation in CSM for particular emails having workday domain
i need to restrict case creation with existing flow designer or new flow, we have a flow for cases are getting created in application but we need to stop case creation for @workday.com when we have list if some subject lines, if subject matched then ...
Incident status is changed from Intervention Assigend to Resolved how to check ?
Hello Team, I have very simple question . My incident ticket status is ' intervention assigned ' on 29/08/2024 12:07:34 but after 5 Days letter on system has marked the status as 'Resolved ' on 02/09/2024 12:07:16 I want to know which Script , B...
External Approvement
Some body told me the answer is B. The reason is from here(https://docs.servicenow.com/bundle/xanadu-customer-service-management/page/product/customer-service-management/task/enable-customer-request-approval.html)But the doc page only explain the cu...
All templates are reflecting for Client SME
Hi ,can you please help how to solve this.
How we can add help text in the widget
Hi Team,How we can add Search Task as a help text in the widget "ABC" in Employee Centre. Please find the screenshot given below:Thank you!
Email Should be converted into html Format instead PDF format
once we are receiving mails. this emails are converting in to PDF format now it should be html format instead pDF format
restrict case creation from workday mail id CSM
we are using flow designer for create case by using inbound email reaction and we have already AMR,APAC,EMEA three generic mailboxes from this cases are creating in application then requirement when ever emails is coming from workday email case shou...
Resolved! KCS Article and Knowledge Article
Hello, What is the fundamental difference between Knowledge Article and KCS article? In CSM , which one to use? Thank You!
Unticking the Needs Attention flag
Is there a certain role that allows users to untick the Needs Attention flag when the case isn't assigned to them?For example, a desk manager notices that there are a number of cases sitting in resolved but unable to auto-close as the Needs Attention...
unable to view all form fields on the view form extended table
Hi All, I have created new table which is extended the CSM table, but i am unable to view the some of the form fields on the form. can you suggest what is the issues and how to resolve the issueAttached screenshot for references
Working out how to monitor engineer interactions
Hi All, We are looking to track and report on the service desk engineers' case interactions.Our definition of this isCase UpdatesField UpdatesEmails SentThe only method I can find to achieve this at the moment is reporting on the sys_audit table whic...
Reassign AWA queue
I have a form ,and in this form ,i have a 'state' field . My request is ,when this ticket was created ,this record enter a queue and automatically assign its Agent. Then when the agent open the ticket ,and changes 'state' as 'ready' , this ticket wi...
Attachments are posted multiple times in local instance incident while sending remote instance
Here, I am using remote spoke with flow Designer while updating remote instance incident. I want to update the remote instance incident and send the attachment to that incident. while sending attachment to remote instance incident, attachments are po...
