Duplicate cases are creating with different numbers but same details
Hi Everyone, For some reason duplicate cases are creating at the same time with different number. Can anyone help me on this what's the reason for this?
Forum Posts
Attachment Added Event Working in Backend but Not Triggering from Service Portal
Hi All,I created an Event + Business Rule on sys_attachment (After, Insert) to trigger an email notification when an attachment is added to sc_req_item (RITM).It works correctly when attachment is added from the backend form view.However, when attach...
Resolved! Part of the query has been ignored because of read security rules(ACL issue) for some users on All module for CSM.
I am facing below issue for some users. Please let me know how to fix this issue. Thank You.
Show Playbook in CSM configurable workspace for custom table which is extending the task.
We have a requirement to create a custom table extending the task with 30 + custom fields. For fulfillment we are planning to use the CSM configurable workspace so that agents can update the required fields using playbook steps or directions. We are ...
work notes interactions not visible in service operation workspace Zurich version
work notes interactions not visible in service operation workspace zurchi version
Understanding where the "From" address is populated when composing an email from a Case
Hi everyone,I am trying to understand where the "From" address is being populated when using the Compose Email function from within a Case record (see screenshot attached).From what I can see, I am assuming this is coming from the Case Default Email ...
About collaboration between CSM and Microsoft Teams
ITSM integrates with Microsoft Teams and allows requesters to use Virtual Agents and portals within Teams. Could you please tell me if the same can be achieved with CSM?
Customer Project - track costs related to customer and vendor
Hi,my organization uses Customer Project management (com.snc.csm_ppm) to handle projects.For a customer "C", both internal consultants as well as external consultants from a Vendor V can work on the same customer project.When a "V consultant" (from t...
Resolved! in service portal, when case state is closed, the sys_attchment pashould be disabled in portal
how to disable, sys_attachements paper clip icon on the portal for particular case where case state is closed i.e., state = 3.
How to add "Collaborate" tab in the Contextual Side Panel Tab for Custom Workspace?
Hello, I created custom configurable workspace for scoped application. I would like to add "Collaborate" tab in the Contextual Side Panel Tab. The goal is to integrate Teams chat. I have tried to follow this link but not work: https://www.servicenow...
How to Configure auto-refresh for a list
Can someone help me on where we can configure auto-refresh for a listThe requirement is whenever someone creates a new case, it should automatically appear in the list view without manually refreshing the screen. Thanks in Advance
Email related issue
When customer send case though email if the customer send email allow domains that time only case is created otherwise case is not created and send notification to customer this is un authorized domain.
Knowledge Article creation from Chrome Tab In CSM/FSM Configurable workspace
In CSM/FSM Configurable Workspace, agents may want to create Knowledge Articles directly from the Chrome tab. While this can be configured using the chrome_tab page property, the modal does not close properly when users click Cancel or Create Article...
CSM Case State – Should “New” automatically move to “Open” once activity occurs?
Hi all,I just wanted to confirm the expected ootb behaviour in CSM regarding case states.My understanding is that when a case is initially created it is in the “New” state, and that it should automatically transition to “Open” once activity begins on...
New CSM portal giving 404 error for specific knowledge article and users
I've got a user who can see a Knowledge Article fine in the old CSM portal. When we transitioned to the latest CSM portal, they get a 404 error when clicking on the Knowledge Article link. Has anyone seen this before? Other users are able to see the ...