Error Page
on ServiceNow after filling in login credentials I am redirected to an error page before I'm taken to the landing page.
Forum Posts
Do not create a chat conversation if message is empty
We start a conversation when the customer sends us a message with the virtual agent and then the live agent follows. Now it happens that we receive empty message requests, how can we block these so that no conversation starts at all?
Change the timestamp from 1 day ago to datetime (yyyy/mm/dd 11:11:11) in the csm portal activity tab
Hi All,I am trying to change the timestamp from 1 day ago to datetime (yyyy/mm/dd 11:11:11) in the csm portal activity tab.I changed in the CSM Standard Ticket Conversation widget but created on is showing for all the comments.Please help in this.Tha...
Playbook tab not visible on CSM/FSM Configurable workspace
Hi All, I am creating Playbook using PAD, however, afterwards trying to add that Playbook the CSM/FSM configurable workspace, however, unable to achieve the same.
Resolved! What role needed to access Country table in complaint form by internal users ?
Hi, We are using Complaints Module for internal users to create complaints on behalf of Customers. So what role can be used to access Country(snc_country) from complaint form by internal users who are not part of Customer Contacts. RegardsKK
Resolved! What role can be used to view all Assets from CSM Portal by a non customer contact
Hi, We are using Complaints Module for internal users to create complaints on behalf of Customers. So what role can be used to access Assets (Search and choose using Reference field in form) by internal users who are not part of Customer Contacts. R...
Can a business rule be de-activated within a Flow?
Just wondering if it's possible to de-activate/activate a business rule within a Flow. I assume that I'd have to build out a flow action and call it within a flow, I just wanted to know if it's possible, and bonus, if someone has done it already? Tha...
Email Client is not working for one table
Hi Team, I have created a blank email template to just add Signature/logo on Case table with Sender Configuration as SMTP Email Client Body part is added with the logo Now when someone opens any case record and clicks on Email option on the header, ...
Create "Contacts" automatically
We recently upgraded to Londonand then migrated to CSM. CSM users "contacts" where as ITSM has "users". The problem I have is that user accounts are automatically created based on inbound email and users is added as a requestor.. Contacts are not...
CSM External user agent access
As per the business need, we have external vendors who should work on the cases which will assigned to them. They will stay in portal only. I have below concern. What all roles should I give to them (Same role what internal agent have)? If I am givi...
Resolved! AWA Tab View Ticket No instead of Short Description
Hi all, In agent workspace by default short description is shown in tab for a case, can we display ticket number instead of Short description just like case task. Refer screen shot
Knowledge Article, Dynamic Page Content
How can I configure a dynamic widget on a webpage that adjusts according to each article, allowing users to click on a header link that navigates to the corresponding section of the page? Do I need to set this up individually for each article, or is ...
Reporting on Attachment Tags
I've created tags for attached documents. Now I would like to report on the attachments tied to each tag. Any suggestions on how to go about this would be greatly appreciated. Also, is there a way to report on the records that the attachments belong ...
Resolved! CSM Contact Responsibilities
We have a scenario where a Contact for an Account (CSM) has many responsibilities. However OOTB prevents assigning multiple responsibilities to a single contact for the same account. A contact can only have one responsibility per account.ExampleA ...
