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Forum Posts

New Additional Comments not visible outside CSM workspace

Hello,Some weeks ago, we had GlideFast techs create us some new case types before they left. We are having a couple issues with them, the first being that new additional comments are not visible in any view other than in the CSM workspace. You can cr...

Reschedule change button

Hi team,We need  to create UI action called the Reschedule button in the change request. Like below: Once the user clicks the yes button, needs to send the approvals to the change managers group. The change manager approved and needs to update the da...

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maheshch18 by Tera Contributor
  • 551 Views
  • 1 replies
  • 0 helpfuls

Report on case table for first time caller

I am trying to build a report on Case{sn_customerservice3_case} table for the case which are first time caller or cost center. Will this be done by normal report or do we need PA(performance analytics). Any help is appreciated. Thanks

Change Attachment Icons in CSM Workspace

Hello, How are the out-of-the-box attachment icons changed in the CSM Workspace? I'd like to amend these to the coloured MS Office icons (word/excel) within the workspace, but have not been able to change them.Attachment icons can be set and amended ...

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How to specify the server value for email account creation for gmail

Hi Guru,Hope this finds you well, How to specify the server value for email account creation. I am using the gmail site for testing. Kindly find the attached screen shot, highlighted the required field to update..  Thanks in advance for time & help.

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NVSN by Tera Contributor
  • 429 Views
  • 5 replies
  • 0 helpfuls

I want to use AI search to surface relevant knowledge articles.

Hi. When a character is entered in a variable in the service portal, I want to display the related knowledge. I used AI search to find an article on how to make it appear, but it didn't work.Is there any better way? Thank you. Articles found ↓AI検索を問い...

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shibasou by Kilo Sage
  • 961 Views
  • 1 replies
  • 0 helpfuls

Looking for Demo

I attended World Forum in NY this year and they demonstrated Phone call transcription and summary via AI within the CSM workspace and right now we have our customer service dept on ZenDesk(?). I would love to show them that demo to correct this Zende...

DanTabor by Tera Contributor
  • 311 Views
  • 2 replies
  • 0 helpfuls

Resolved! Not able to get all accounts from script include JSON

Hi Team, Below is my Script Include: getAccountList: function() {        var account = {};        var accountList = [];        var rel = new GlideRecord('sn_customerservice_contact_relationship');        rel.addQuery('sys_id', this.getParameter('sysp...

Community Alums by Community Alums  
  • 549 Views
  • 6 replies
  • 1 helpfuls

Configure Field Value on Report

I have requirement to substring a field value untill 7 apppears on the string field in reports glideFunction.For Example -conditions contains - "u_imagined_fieldLIKE732-0001^EQ" it Should return 732-0001conditions contains - "u_imagined_field=732-000...

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