Case Reporting
I need some assistance on creating some reports for the following (standard reports not PA) against our cases. Reprt 1:- Mean time to respond Report 2:- Cases that have breached SLA- Cases that have almost breached SLA
Forum Posts
Customer contact can not see Cases in Customer Portal
When impersonated from a Customer Contact, i see below error when i try to access Case records. Error : Part of the query on sn_customerservice_case has been ignored because of read security rules on sn_customerservice_case.active Also i am not able ...
Resolved! nested for loop and IndexOf not working
HI Team,I have written Before insert/update BR.Below are the details: u_authority_role --> Its a list collector My requirement is if current value in list collector is not PA even though existing/previous value can be PA, it should not push the value...
Rest API is throwing error when we send 4MB file in base64 format
Hi, Rest API is throwing error when we send 4MB file in base64 format but it works when we send 1MB file.Can I know what should be the reason and is there any size limit in Rest API for base64 file.
Resolved! E164 Phone Field Not Working in Customer Service Workspace
We are attempting to change the field dictionary for Phone on our Account Table from Standard to E164 for International support. When attempt to make this change it appears to work in Native UI view of the account table. (See Below) However, when we...
Custom Watch list field on user table is not visible on the CSM Portal User profile form.
Hi Team,We have created a custom field (u_watch_list) which refer to the User table on sys_user table.Configured form layout and add this field in Self Service and Customer Self Service and Service Portal views of the form.added this fied on Contact ...
Sending an email from HR Ticket defaulting to respond to initial email
I was wondering if there is an option to respond to different emails within an HR ticket. Right now when we send an email by clicking more options > email, the email will default to look like a response, but the original email is not there. This mean...
Client Call Script
I had created a client script in different scope and call the client script in script include in global scope, i was try to add the result from script include to client script. It is not fetching the result. I had written the above script, but it is ...
Automatic assignment of groups based on conditions is not functioning.
I've been attempting to automatically assign the assignment group based on certain conditions, but unfortunately, it's not functioning as expected. The requirement entails that when a new case is created, if the Product (a reference field to the Prod...
Resolved! Inactive accounts showing in Assigned To field
Our Azure integration is pulling in a range of accounts that we don't want to show in drop down lists for Assignment of activities etc. Whilst my tech team work on the root cause of that, I have marked all of the accounts as Active - False, thinking ...
CSM partner to partner relationship type
I am trying to work through a partner to partner relationship type that isn't working as I expected it to work. The requirement is for two companies should be able to see each others install base items as well as create cases/requests for them. The o...
Resolved! CSM Configure the Customer Activity view
Hi Team,how can I add something in the customer activity? I have added a field in the contract table and would like to display the list here. BR
Resolved! CSM Account / Partner Relationship Question
So still getting use to the CSM area. I have a use case where "Acme" is an IT company and they want to be able to enter a case for a few of our other customers, "Birds", "Cats", and "Dogs". We understand we could use the relationship option and setup...
Resolved! Adding record information in CSM workspace
Hi All,I have added custom tables in the CSM workspace but when I open the record, I'm unable to see contact, timeline and active SLA.
MS Team virtual agent translation issue
Hello, I have an issue with MS Team virtual agent which sends notifications on incident update.As per behavior, it sends notifications in languages which is in user preference. But sometime it sends notification body in different lang and button are ...
