what is the difference between case task and case task services
I am learning the CSM essential course now. There is word called 「case task services」 and I couldn't find the definition in the text. Please tell the answer. Thank you!
Forum Posts
Resolve button is not visible in major incident work bench
Hi team,In the work bench form "resolve" button is not visible. Please help me to find the button.Regards,Manasa.
CSM
I have a case record which is created manually then have a task below the case, where in the case and task is related with the case number (u_tow) and when i create a case we have mandatory fields like description, requirement,location.After filling...
Resolved! Priority field value is getting displayed twice in the HR Agent Workspace
Hey there folks, I wanted to know that how can we remove the writing that appears in a colored background in the priority Field in HR agent workspace.Here is a small glimpse of it circled in blue ink:The issue is circled in blue inkI want to get rid ...
AWA and Skill based routing
Hello, I configured 3 skill levels for MS Outlookk:- Low: value 1- Medium: level 5- Expert: level 10 And I configured AWA based on these skills, for self-service channel. I assigned MS Outlook Low skill to one of agents and Expert skill to another...
In Agent Workspace the cursor randomly jumps from multiline field
Does anybody experienced anything like this?We have a multiline field on the Case table. When the support engineeer types in this field in Agent Workspace, the cursor randomly jumps out from the field to somewhere else which is very annoying.It start...
CSM portal customer information
On the CSM Portal landing page is it possible to have specific details for a customer on this landing page? Like current service inclusions pulled from their account/contract
Resolved! Import set error - Your user account has been temporarily locked due to too many failed attempts.
Hello community, We have noticed an issue with the import set for Consumer data. There are various fails in the last few days, we’ve checked ServiceNow - snowflake is not locked and I’ve test loaded 20 records from the Data Sources (Snowflake JDBC Co...
Trying to create a pie chart and getting this error: WARNING: Invalid order by fields:
I have someone trying to create some pie charts and getting this error. WARNING: Invalid order by fields: The number of order by fields cannot exceed 1 Any advice on what needs adjusted so this error doesn't show?
Send notifications when Incident is not updated
Hi Team, What I am basically looking for is to send notifications to users to whom an incident is assigned when the ticket is not updated for 5 days.Also, please tell me how to include the manager of the user to whom the incident is assigned ('assign...
Auto-tagging a case based on quick message
Hello community! I'm trying to tag cases based on the quick messages selected by agents, the challenge for me is to do it automatically Is there a way to identify the quick massage sent and then tag the case automatically? Thanks in advance for your ...
License count
is there a way to check how the roles were removed from users. Within a week, the license count was dropped to 1000 less and need to check how this was dropped suddenly. please provide possible ways to check
Resolved! Enable Language Selector in service portal menu
I am trying to enable Language Selector in Service portal main menu. As per the documentation, I am able to enable the property (glide.sp.portals.language_selector_enabled). and copy the sys_id's of portals to the value. But cannot see the lang selec...
I want to accept out of office and undeliverable emails in servicenow related to CSM
Currently the the email filter - Ignore Header is filtering out the out of office and undeliverable email to junk. So we need to modify the condition to accept it into servicenow only for customer service target table . And need to know whether this ...
Batch Optimization Training Failure
Hi SN Experts, I've configured the batch optimization with the demo data used in this Schedule Optimization Implementation training. In the training, the batch optimization works perfectly.I've read many articles where it says that for demo data it d...
