How the Business Duration and Duration calculate works for cases
How the Business Duration and Duration calculate works for cases. we have one Requirement for this SLA activity for both fields. is it OOB functionality.please suggest me.
Forum Posts
How to set "CSM/FSM Configurable Workspace" as the default workspace?
Hello,I'm using the Utah version. When I sign in as a user, SOW(Service Operations Workspace) is the default workspace.How to set "CSM/FSM Configurable Workspace" as the default workspace?Thank you.
Flow: Create comments in a case from when a RITM i created via CSM Portal (CSM/ITSM)
Hi! I have a question that I was wondering if anyone else has some experience with. We are using ITSM and CSM in ServiceNow. And if a customer orders something in the CSM portal a Request with RITM and a case is created. Usually, the customer will ju...
How to add catalog item from global scope to category in Customer Service Portal(CSM)?
Hello Community,I need your help!!! Can I add catalog items from the global scope to a category in the Customer Service application scope so that I can include that category in the CSM portal? Previously, customers created a Service portal, and n...
Resolved! Unable to locate sn_customerservice_case ****************** for inbound email processing".
Hello Friends, We are facing one issue when in CSM scope application for case Management. when a user reply to update a case, reply did not update into case into comments, when i check email logs email received by ServiceNow but there are continuous...
Print a page in the Portal
Hi all, The requirement is to print the output diagnostic page of my portal, but I'm not getting the desired output. Please find below the HTML and Client Script and the sample output. HTML Code:<button ng-if='data.state == "completed"'class="btn-pri...
Include attachment when forward email from agent workspace
When an agent attempts to forward an email from the agent workspace using the forward button to include attachments from the case or the current email, I encountered a challenge. Despite my attempts with a business rule, I found that I couldn't preci...
Unable to create custom new related list button in agent workspace servicenow
I want to get table name from url in CSM agent workspace
Creating Customer Service Management (CSM) standard for a company
I want to create a standard document for Customer Service Management (CSM) and I am curious if anyone has any previous experience with that? Is there anyone who can share some examples or ideas on CSM Standards for a business?
Regarding banner on the service portal
Hello, Can we put a hyperlink in an announcement banner in service now ?While creating the announcement I am not able to add a hyperlink, it always comes as text Regards, Sudiksha Misra
How to Add Loading Screen in Agent Workspace
I have an requirement where I am getting data from backend once the user clicks on UI Action button "Create" , as it takes a little time , i want to show the loading screen till the data is fetched.How can i add a loading screen on the agent workspac...
Resolved! Banner Image for different screen resolution
Hi Everyone, On our customer portal we are using a banner image with company icons at end of two corners, when we resize the browser image adjusts itself and image icons gets hidden at both the corners.Is there any way we can use two images in differ...
Resolved! Not able to edit "Business Phone" second time.
Hi Everyone,As an end user, over the CSM portal when "Business Phone" is empty then i am able to edit it. After that is becoming un-editable field.Any idea why?Thanks in Advance!!
CSM User preference and User Profile
Hi Everyone, I don't understand how preferences and profile are used is CSM Portal : As you see in picture below, my "sys_user" attributes are different from my "User Preference"Updating one does not update the other.User preference are retrieve from...
