Forum Posts
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 ...
Lambdaパッケージのバージョン差分について
はじめまして現在ServiceNowを使い始めたばかりです知見のある皆様へお伺いさせて頂きたく 投稿しました聞きたい項目は以下の通り ServiceNow クラウド連絡先センターAmazon Connect - セットアップ手順上記、セットアップ手順 セットアップS3バケット において Lambdaパッケージをダウンロードしたが、Lambdaの構文が他環境と異なっており、トランスクリプトが有効にならない現環境（トランスクリプト不稼働）と、他環境（トランスクリプト正常）において 差分を調べたが 原...
Related list to show case ticket of parent account and child account in parent account- 2
Need to create Related list to show case tickets of parent account and child account in parent account form and for child account it should show only child account mapped case ticket.(function refineQuery(current, parent) { // Add your code here, ...
"To" field is not showing in Send Email activity defination in Playbook in Servicevow.
Hello All,I need to send email as a Playbook activity. I am using the OOB - Send Email activity which is using Flow: Send Email with user input Activity.For this in playbook step the user/agent is only able to edit the Subject and Body fields.My requ...
Customer receives Order guide 404 error from CSM
The OOTB behavior for CSM is that when a customer raises a request via a Order guide they receive a 404 error as the result of submitting the request is they are directed to sc_request, but as customers do not have the rights to view these they rece...
Related list to show case ticket of parent account and child account in parent account
Need to create Related list to show case tickets of parent account and child account in parent account form and for child account it should show only child account mapped case ticket.(function refineQuery(current, parent) { // Add your code here, ...
Resolved! Unable to set value of custom field on customer_contact form.
I have a custom field on sys_user table to check a box to denote if the contact is a VIP. This displays on the customer_contact form: Dictionary Info: customer_contact.vipTable: sys_userField: vip When I check the vip box on the customer_contact for...
Need to get visible to this action button in CSM portal
For snc_external or CSM portal access people, the Action button/ widget is not visible. may i know where i can find the pages/widgets/button for this to get this visible?
Customer Service Manager - Advanced Dasboard - CSM
how to get customer servicer manager advanced dashboard in CSM Does any one know how to get this dashboard ?i have installed (com.snc.pa.customer_service), (com.snc.pa.awa)both these plugins . i still couldn't get the advanced dashboard for Customer...