Filter Agent Assist Knowledge base dynamically based on logged in agent or case type

We have two different groups using CSM in the CSM/FSM Configurable Workspace that each have their own knowledge base for their content available to their agents, their customers, and/or the public depending on the article, meaning that they each have...

Export an excel to a network folder hosted on Azure server

Dear experts, We have a requirement to export CSM case data in the form of excel to a network shared folder hosted on Azure Server. We tried creating export sets but the file is storing in the MID Server folder.Is there a better way of doing this?  B...

Inbound email flow should trigger when email sent to specific email address

Hey Everyone, I do have requirement, A ticket should be created in SN when a email from ABC has been delivered to XYZ.I was really wondering how SN wanna know about, but some where around while surfing I got to know that O365 team supports us in rout...

Error on the Incident Form

Hello,  Can someone please help me understand this error that comes on the incident. It does not hinder the resolution process of the incident but still appears.  Regards, Sudiksha Misra 

on change client script

i have three on change client scripts running to calculate priority they areon change of impact,on change of urgency,on change of business criticalityfunction onChange(control, oldValue, newValue, isLoading) {if (isLoading || newValue === oldValue) {...

Create Case from Virtual Agent

Hi all, I'm trying to create a case from Virtual  Agent by mapping some of my mandatory fields. But, the below code is not working and not creating a case. (function execute() { var caseBT = new GlideRecord('sn_customerservice_b2b_technical_support')...

Performance issue after CSM installation (sys_user table affected)

Hello everyone, I would like to ask for your advice and possible hints to help resolve the issue we're facing on customer production instance.  Issue:Performance issue with loading forms which contains ref. to sys_user table. After the CSM plugin ins...

UI Page g_form.save() doesn't commit changes

Hi, I am currently trying to set a choice field on the work order task to an option selected by the user in a GlideDialogWindow which is generated from a UI page.  I need to set the 'Clear code' on the work order task to the selected 'Clear code' val...

Edit columns in My Lists widget

Hi community I would like to update the default column for My Lists. I knew I should edit it here CSMServiceManagementUtil in Script include. However, this script include is read-only and cannot be edited or copied. Please tell me how to set it and w...

Inbound Email Action to Parse an email

Hi All , Looking for  a Solution to Parse an email received from CRM  to create a record in Accounts Table in CSM .  The Email contains the values of the all fields names in Accounts Table  . Has anyanyone implemented similar Solution . Is yes please...

Converting Request Catalog Items to Case Catalog Items

My organization is currently using ITSM and are exploring the possibility of using CSM. We have a ton of catalog items (forms) that create requests and all of our catalog items are associated with workflows for the tasks creation. My question is what...

How to navigate once type in in global search bar "virtual wall" navigate to another page in portal

Modification under Reports List View

Hi All, We have a requirement from Senior Leaders to modify the Reports list view where many reports are listed but it is hard to identify which report is listed under which Dashboard. What is the possibility of identifying reports under each Dashboa...