In the CSM Fundamentals course, there is a diagram that shows a contact can use the knowledge base to review entitlements, but when I logon as a contact and go to Knowledge, I do not see any entitlements. I can only see articles. Is there something t...
I am trying to configure OAuth authentication for Docebo using ServiceNow. I am using OpenID connect for the authentication for that I need issuer URL and metadata URL but not able to find any useful API's related to it. Could you please let us know ...
We have a requirement to add the "Date Created" field as one of the columns when a customer clicks on All Cases vis the CSM portal. I thought this would just be a view so I added it however this does not work and it looks like they do not have access...
Do we have the latest version of CSM in Washington DC
Hi all, I am writing a fix script to Calulate Duration on the past 3 years case records.Duration should calculate the difference between the opened date and resolved date. This script does not seems to be working and cant see any errors thrown.Can an...
Hi actually i have issue with CSM portal where i need to make custome fields visible to the user when a user clicks on view my cases but the thing is i configured ticket configuration to make all those custome fields availble from case record when ...
Requirement : In Change form, drop down for CI choice should only include the CIs that do have Approver group populated . This requirement is for a specific domain not in global.can any one tell me how to do achieve this
Hi Team, Once user changes the state to on hold and reason is awaiting customer after that we have received the work note as: (Message: Ticket number 123 has been created.) we need to copy the 123 value to custom field (Ticket number). Please provide...
HelloI want to map the following field on csm case form:u_site_contact_email to contact. Emailu_site_contact_phone to contact. Phoneu_site_contact to contact.first_name and contact.last_nameBellow is the form of case form:Can anyone please help me wi...
Hi SN Experts!I am creating state flows for a project in CSM.I have defined some field controls using in each state flow to have the mandatory logic in place.The problem is When going from one state to another using UI Action (automatically created u...
Hi Everyone,I am trying to add an Email Template background image Example: I need to change the background image in BodyAny advise on how to achieve this?
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Hello Alli am trying to create a business rule, onbefore, with conditionuser type is student. I thought under actions i could have selected something like ''create a new record'' but i can't, and from reading online it seems i can only do it via scri...
Hi, When providing a report on the incident table which includes dot walked fields to the case table (specifically, case.number and case.state), there's some weird behaviour where some report rows show the data for those fields and others don't. This...
I have requirement to modify the search context for the Agent assist for Incident table. I was able to successfully configure the Agent Assist in Configurable workspace. Now I need to modify the search context like need to remove Open Changes from th...
