Hello all, Recently, after a month of use of AWA we started having an issue.Lets say we have 2 New INC in worklist. Agent goes Available and get 1st incident but never gets second, even if another agents put themselves available the second New ticket...
I'm having issues accomplishing to have the login page in the csm portal when I click on login, I have followed everything in these two documents carefully https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0962488 https://suppor...
I have installed 'Customer Service Management' plugin in my dev environment. We are trying to bypass the SSO when logging in to CSM portal 'instance.com/csm' , it always takes us through SSO. From other community articles, I came across a solution t...
A feature of the Tokyo upgrade is the new automatic creation of update sets for any work undertaken on the Catalog Builder application. Is it possible to disable this and keep any customer updates done on the catalog builder maintained in the current...
Hi, I am working on publications and will need your help 1. About Publications created by somebody and not visible by the other people in the same team: we need 2 or 3 of us to be able to see and read all publications created in a particular location...
Hi, Need to Hide "Show me everything" button from the main page of Chatbot and show "All Topics" whatever list is present on the initial page itself in the button form in Virtual Agent. Trying to achieve this on the Service portal of my PDI but unabl...
Hello, Can you please guide me on how to add more fields on the search criteria for a user. Like, right now, only 'display name' and 'username' is visible but we would like to add 'Emp. No' and 'Email' as well, how can we do that please - Regards,...
Please help me to create inbound action for csm table if sender email domain matches in accounts and sender is available in contact than create csm case for the user else create csm case for the primary contact of the account
We are using Cases to handle outside Customer Communications for Changes. Recently this process should have created 126 Cases from the Change, but only 99 Cases generated. Is there a limit, and if so how would I adjust the limit?
Hi All,The requirement is that we need to collect all the comments made in a ticket and with that total count we need to get the average of it.The average count need to be shown in the report for ticket wise. Please help this on priority. Regards,Joy...
In the SPM(ITBM) we do have projects in any project will have milestones Requirement: How do i populate Insvc Milestone date in status report based on condition when Insvc milestone is true and state is open then it should populate Insvc Planned sta...
Hi all, The requirement is to show the complete value of the Milestone field in the Header Bar in Configurable Workspace. It's getting truncated but the same is not for Customer field. Please find the screenshot below: Any leads would be helpful. T...
Hi, I'm attempting to add customer service product to my PDI and I'm having trouble finding how to do it. Can you provide a simple step-by-step guide to adding customer service management to my PDI so I can explore it and use the API?Thanks in advanc...
As the Question Title describes, Managers (users with wm_manager role) can't visualize the work order tasks of the agents in their assignment groups even when we fulfill the conditions provided in the documentation. From the documentation we know the...
I would like to build a report to show all tasks assigned to members of a particular department. In some cases, there are assignment groups which correspond to departments, but not in all cases, so I cannot simply rely on assignment groups. The dep...
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