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Restrict assignment groups based on account on case record.

Hi Team, I need to restrict the assignment group field on case record.Scenario is we need to check the account record from case record where field called Customer Owned is true on account,Than we have to only show the assignment group from refrence f...

Anwar2 by Tera Contributor
  • 343 Views
  • 3 replies
  • 0 helpfuls

Recordings and transcripts are not available on interaction record

Hello All,  I have completed the Amazon Connect Setup on my instance. I am getting the transcript and sentiment analysis generated on the call analysis tab in workspace, but the same is not getting attached to the interaction record.  The recording i...

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Savleen1 by Tera Contributor
  • 552 Views
  • 1 replies
  • 0 helpfuls

DB View for Reports

I have a reporting requirement with a set of fields from 3 different tables for which i have created a DB view but i couldn't fetch any details. Hope there is an issue with the where clause. Kindly assist. cmdb_ciast_contractcmdb_software_instance   ...

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Portal widget issue

Hi,In Incident Standard ticket Action widget, when resolved is clicked it will open a Modal and that comment will be added to the worknote. I am getting error.  HTML: <ul class="dropdown-menu pull-right" id="actionList"> <li> ...

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Rosy14 by Tera Guru
  • 222 Views
  • 1 replies
  • 0 helpfuls

Automating Hardware Provisioning

Hello, I received a question to see if we can automate hardware provisioning based off of Job Title. Essentially the goal is that when a user record is created in ServiceNow, a workflow is triggered to send a notification via email to that manager fo...

Rename Action Status field

Can we change the name (label) of an Action Status Field without any danger? We would like to change the next Action Status fields:'Requester comment' into 'Comment added' and'Supplier response' to 'Email response'Thanks!-JoSte-

JoSte by Tera Contributor
  • 219 Views
  • 1 replies
  • 1 helpfuls

CSM Workspace UI - is it configurable?

Hi there, I encountered a problem using the CSM Configurable Workspace. I need to know if there is a way to configure spaces between elements in the Case form within the workspace, like, is there anyway to configure the UI there? I mean like spacing,...

How I can make short description to hyperlinks like Numbers

I would like to make this Short Description column also a hyperlink like the number column! Is there any solution? If so, please guide me on how to do it. You can provide links to relevant documentation if it cannot be accomplished directly.Thank you...

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jasoncao by Tera Contributor
  • 544 Views
  • 5 replies
  • 5 helpfuls

Client Script is not running properly in Agent Workpace

Hi Community!  I have this strange issue happening in Agent Workspace. I've created a BR Scratchpad to get current user assignment Group. Also I've created a Client Script to populate assignment group and Assigned to if they create a new case and the...

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Gpope by Tera Contributor
  • 337 Views
  • 6 replies
  • 0 helpfuls

Contextual search for public users not showing in record producer

Hi,I have an issue where I've got a public portal that displays a record producer that doesn't show the contextual search widget which is supposed to display knowledge articles when typing in the chosen field. For authenticated users (logged in), it ...

ASF1203 by Tera Contributor
  • 364 Views
  • 2 replies
  • 1 helpfuls