Provider Notification

Whenever we change the assignment group of a case from one group to another, we need to notify the new assignment group that the case will be moved within the next 10 minutes. How achieve using provider notification

Provider Notification

In the case of in-flight cases, upon receipt of any email related to the case, promptly notify the GNOC engineer (To whom the case was assigned) via a floating Native UI notification. Please find the notification message below.When Customer send any ...

Best task types for non-client facing tasks

Hi All, We currently run CSM/ITSM modules. We have a number of instances where we may have an internal-type tasks (e.g. Cycle passwords, or audit things on a client's servers x,y,z) these are tasks we don't necessarily want to present to the client a...

Attachment

I'm currently working on a service portal page where users can upload attachments by clicking on a single paper clip. However, I now need to add an additional paper clip to the same page. One paper clip should allow users to upload regular attachment...

Difference between Asset and Sold Product in CSM

I am trying to figure out the difference between Asset and Sold Product. Or what is the relationship between Asset and Sold Product. When to use Asset and when to use Sold Product. Where should the assigned product be stored? Where should the case be...

How to Add Response Template in Agent Workspace

How can I add pre-written message templates to the agent workspace shown in the attached screenshot, I want to add?  

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.

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...

My instance is not working it is showing unplanned maintenance

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...