Forum Posts
Resolved! How to Dynamically Set Tooltip for a Variable in Record Producer / Catalog Item
Sample Requirement:In a Record Producer (or Catalog Item):If the variable Category is Software, the tooltip for field Subcategory should be "Hello World".If the variable Category is Hardware, the tooltip for field Subcategory should be "Hello World 2...
Resolved! Recommendation of using sys_id in Skill Determination Rule
While developing the Skill Determination Rule, ServiceNow is suggesting to use the hard coded sys_id of the skill directly in the script. Just wanted to be double sure that whether that was intentionally mentioned because using the sys_id in the scri...
Retail Organization Hierarchy in CSM/FSM configurable workspace
While watching the video, we observed a Retail Organization Hierarchy view within the CSM/FSM configurable workspace. However, when accessing the actual workspace, we were unable to locate this feature and are unsure where it can be found. Video link...
Change the time zone to trigger the notification
In our current setup, the ServiceNow instance operates in the IST (Indian Standard Time) zone. A business rule was implemented to monitor incident creation for a specific domain. The rule triggers a notification when 25 incidents are created in a sin...
Need Help Configuring Checklist Editing or add new checklist item in SOW Workspace
Hello community members! We have a checklist component in our SOW workspace and we would like to add the options of : Editing an existing checklist (adding new checklist items) or creating a new checklist within the record in workspace just like n...
Not able to Attach files on Virtual Agent Conversation - Virus check
Hi, Im trying to add attachments to a virtual agent chat (Agent Chat/Live Agent) but is timing out due to Virus, how can I avoid this anti-virus checking or workaround it?
task collaboration question
Hi team, I have a question. I want to collaborate on a task, but I also want to provide exceptional service to the user, which includes giving them a single point of contact. I do not want the user to be aware of the behind-the-scenes details. Is the...
Cannot get Interactive Filter to work on dashboard for cases
Hello Alli am trying to create new custom interactive fields, one to be able to filter by date and one by service.We are using the CSM module with a parent generic sn_customerservice_case table, and multiple child tables (finance case, HR case create...
How to translate incoming BMC Remedy values to ServiceNow values during import (template integration
Hi all,We have an interface between our ServiceNow instance and Porsche’s BMC Remedy system, and I need some help understanding the best way to handle value translation between the two systems.Here’s our scenario:In ServiceNow, we already have standa...
Nearest SLA Breach time on a Report/Dashboard
On Cases we are using SLAs. At max there will be 2 SLA in active state. One is of target Response and other one will have target Resolution. I have a report which has been made on Case table. I want to show a column in that report named as Breach tim...
Get Logged in User / get metadata - Virtual Agent Embedded (Engagement Messenger)
Hi everyone, Has anyone here implemented the Engagement Messenger (the embedded Virtual Agent / Agent Chat interface) on an external website? I’m trying to understand the best way to pass metadata from the external site into the chat session — for e...
Field value not visible on form but can be seen in the History audit
I am using a transform map to update data on cmn_location field. All field values are updating except product and comments. I have put logs in the script and everything seems to be fine. While I went to the history of record I can see the field value...
Contract vs Service Contract
Hi All,I am working on CSM. Need to know the use cases when to use Contracts vs Service Contracts.Please explain.Thanks in advance!
Catalog Items Not Visible to Logged-in Consumers (CSP)
Hello CSM Experts,I am facing a persistent issue where my logged-in Consumer users cannot see or search for specific Record Producers/Catalog Items on the Customer Service Portal (CSP), even after meticulously checking permissions.The Consumer users ...
