Report is not showing
Hi, I have 2 similar reports on same table, same sharing group, same dashboard. One is showing another is not. Please suggest.
Forum Posts
Service Bridge Provider - Consumer connection
Hello, Can someone help me with the step by step guide to configure Service Bridge Provider - Consumer connection with the roles for both? Since I do not have clear idea about it I am unable to make connections between two instances. Thanks
Configure html editor in configurable workspace
Hi everyone, I have a requirement to remove or disable the selection of font style when composing an email in response to a case. I tried tweaking the system properties but it has no effect on the HTML editor toolbar. Please see the image below for r...
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...
Resolved! Import set - Unable to resolve target record, coalesce values not present
Hello there,I need some help with understanding the import set for the Customer data.Customer reports this behavior:"Import set failed on the 18th, 21st and 23rd, but ran successfully on the 19th, 20th, 22nd and 24th.Within the u_snowflake_data_consu...
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...
Resolved! What is the Customer notification Module in ServiceNow?
I am trying to use the Customer notification module in ServiceNow CSM, but I would like to get the right names and documents?
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...
