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
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 ...
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.
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...
Hi everyone,We're currently working on implementing ServiceNow Customer Communities within our organization. Our aim is to integrate the ServiceNow gamification system, primarily utilizing out-of-the-box (OOB) configuration. As part of this endeavor,...
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...
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...
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...
I have followed the steps mentioned in below servicenow documentation to add an icon to next to a reference field in the configurable workspace view, the icon has appeared well but I have also configured an action to the icon upon clicking it, I am h...
Hi Team, I have referred all the communites but not able to solve the problem.Below is my Script Include screenshot: If you see below statement is printing proper values in the log:gs.info('Account1 is:' + account.name); gs.info('Account1 is:' + ac...
How to use Predictive Intelligence for case management
Our agents need to log a service request for a user. When the agent pushes the button creat request the service catalog opens. The issue is that the agent not only sees the requesitems where the user is entiteld for but also his own requests. this is...
Hi @Sohail Khilji , In workspace, there is a field which contains five dropdown values, when I select 1st value, then it should show the UI action button. If the user select 2nd value. then it shouldn't show the UI action button.How to execute this f...
Can some please help me write a BR so that an alert (pop up message) is displayed when ever an update is made to a case from a specific contact, I hav tried the following but it's not working? (function executeRule(current, previous /*null when async...
This is an access control question: Is it possible to make contacts 'watchers' for cases raised under different accounts (not the account they are associated to)- so they are only able to view cases either under their account or cases they are added ...
