The users are not able to create a custom list under My Lists tab in any workspace (OOB SOW workspace and custom built Workspaces).I believe these lists are created in sys_ux_my_list table as my custom lists appear here.There are two ACLs but both st...
I am trying to create a set of child cases for a major case. Child case creation works fine but all the child cases have default priority and doesn't synch the priority from the parent( Major case) Steps to replicate :1.Create a major case or accept ...
Hi All,I am not a CSM expert and I have a question. We are trying to solve for a visibility issue once a CSM case is escalated. Once the CSM case is to be Escalated, the "Tier 1" needs to have visibility to the escalated case so they can add commen...
#Role: You are a ServiceNow technical expert in CSM who needs to troubleshoot the issue below and come up with a solution. #Problems to troubleshoot:We have two case types: "complaints and escalations," which is OOB, and another custom-created, "te...
Hi,I have a bit of a problem. I'm consulting (and implementing) at a customer who just got ServiceNow. There's another consultant of a different company in the project, who has much more experience than me. This consultant suggested that the customer...
Hi Everyone,I am facing an issue while trying to apply email templates from the Email tab in CSM/FSM Workspace. When I click on the “Apply email templates” icon within the email composer, the templates are not being applied as expected. Steps to Repr...
Hi Experts,I am trying to change the color of the Case Number field in CSM Workspace list view using UX Highlighted Values.What I have done:Created a Highlighted Value configuration for:Table: sn_customerservice_caseField: numberAdded conditions:when...
Hi, I want to share a custom dashboard with a report on incidents to the contact accounts (Users with sn_customerservice.customer and snc_external roles). I have already shared the dashboard with these 2 roles but when I impersonate the customer acco...
I am facing an issue in Service Portal where the text entered in a widget textbox disappears within a few seconds. This happens only in one instance, but in another instance the same widget works correctly. The widget code (client, server, HTML) is i...
In this article, we will learn how to change the tab name from "Create New Account" to "Create New Dealer" in a Configurable Workspace. Steps to Implement1. Navigate to UI Builder and open the CSM/FSM Configurable Workspace.2. Open the CSM Default Re...
I am facing an issue in Service Portal where the text entered in a widget textbox disappears within a few seconds. This happens only in one instance, but in another instance the same widget works correctly. The widget code (client, server, HTML) is i...
We have created a pre-chat survey with survey questions by creating & adding the context variable to each questionIn Pre-Chat Survey Configuration, can we show the Context variables to agent like category, issue selected after the agent chat initiate...
I have a user receiving this message when loading a dashboard: Error MessagePart of the query on u_change_ticketing has been ignored because of insufficient access for 'query_range' operation on u_change_ticketing.u_assigned_to_bpoError MessagePart o...
How does Workflow Data Fabric enable data-driven decision-making across enterprise workflows and improve self-service adoption? Any use case
Hello Community,I'm new to Virtual agent. We are configuring the Pre-Chat survey with direct Live Agent Escalation.Here we have created the Agent Chat Configuration for the portal required and with specific branding key. This works good. Later create...
