@mention on Csm / Service portal tickets widget
Hi, Is there any support for the mentioning feature, even a solid and stable custom from community, that allows tagging in the portal?
Forum Posts
Resolved! Subcategory Issue
Hello, Client got duplicates of subcategory options. Unfortunately, cases were created using subcategories. Is it possible to find which subcategory is used in the cases? I found the count (555) but unable to find which one and how many times are us...
Report on case first update
Is it possible with standatf reporting (not PA) to create the following report? - the average time it takes to first update a Case that a customer logs? Need average time over the past month, 3 months and 6 months.
Resolved! Outbound mail configuration
I need outbound emails to customers to be sent from the support@examplecompanyname.com email address rather than individual agents' personal emails. When the agent composes and sends an outbound email to the customer, the email is sent from support@...
Transform Maps
i'm using a transform map to create some new records all of them get a unique number after creation as expected but my concern is if i move these records via xml to prod and suppose there already exist a record with same number so it will clash how t...
How to make field visible and make mandatory when we change from one field value to other field ?
Hi All, Actually we have three reference fields(Officer, Specialist officer, Gb Officer), so here whenever case created these are empty and we assigned one officer, now the requirement was like1) if for example when case created three are empty so w...
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.
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...
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...
