Hello All, I am currently working on a requirement to optimize our Inbound Email Actions in a Domain Separated instance. We have approximately 133 customers. Currently, each customer has 3 dedicated Inbound Actions (New/Reply/Forward), resulting in a...
Hi,I have a calendar report running on my dashboard which reports the 'Due Date' field of requests. How can I hide the time from these calendar items? The field is simply a 'Date' type field and has no time associated with it, but in the report it li...
In the alm_asset table I am wanting to properly, programmatically, assign the value of the substate when the state changes using a widget.How can I do this? To change the state to "In Stock" the glide record install_status gets assigned to 6. I belie...
Hi Team, We're working in a domain separation environment. I have a requirement to automatically update "Case Time Worked" custom field on Case (sn_customerservice_case) table when "Time worked" field is updated on Task Time Worked (task_time_worked)...
Hi Community,I wish to know if there is any kind of playbook, document or guidelines for the configuration of fields on the CSM/FSM Workspace.
Requirement:The case is offered to available agents using the Accept/Reject functionality. If the case is offered three times and no agent responds, the case should be automatically assigned.
Hi , I am trying to use AWA to assign cases directly to assigned to person without providing any option of accept and reject. Is it Possible? I used BR as well but its not working.
Hello Everyone, I’m currently facing an issue with CSM Workspace while creating a case. I’ve updated all the necessary fields like category, subcategory, and others that are required for case creation. Upon creating the case, I checked the Case table...
Hi everyone,I am looking for guidance on how to Book and Reschedule Walk-up appointments in the CSM workspace. Any tips or instructions would be greatly appreciated. Thank you in advance, Victoria
Hello community, I want to filter a dashboard using an interactive filter based on a catalogue item variable, but I'm not sure how to do this. Also, when I try to add column variables to a simple list in the dashboard, it displays all the variables i...
Hello , How do I update timestamp fields using an Robust transform as per the Excel sheet?
Hello Everyone, Can we create table record on ServiceNow via Tweets/hashtags from Twitter. I couldn't find any relevant documentation regarding this. I want to create a case whenever certain hashtags or keywords are used. Also can social listening be...
This post highlights real-time business scenarios in ServiceNow CSM enabled by system property configuration changes. I’m sharing some use cases I’ve implemented to help and guide others in the community.Scenario 1: Consumers reported that out of 50 ...
Hi All, I have requirement to order case based on the customer value, Like Gold,Platinum,Silver. Based on the customer profile ticket should be prioritized.in a field called Queue Number 1,2,3,45, like so on. LikeDaimond>1Gold >2Plantinum >3Silver> ...
Hi Community,Currently in the Playbook created the Custom Activity and showing the Task(Fields and Variables) in playbook card with Update and Mark Complete Buttons.I would require making these fields editable only to appropriate Task Assignment grou...