I have a contract start date and end date and need to calculate the percentage of time left on the contract. The only OOB functionality in comparison is the Business Time Elapsed field for the SLA's but this isn't an SLA nor does this table extend Ta...
Curious if it's possible to have a dashboard in the CSM Customer portal for a Customer?
Hi Team, I need to Resolve Related incidents when incident state is onhold, when problem state is resolved. I have written after insert or update business rules. Condition is state is resolved. Script:var incidentGr = new GlideRecord('incident'); ...
Hello, we have a need to change the order of search sources "Select search source" button in Agent Assist. I can't find a way to do it or if its possible. Currently Resolved Cases search source is default, but we need Default Sources to be on top. An...
Hello All,We have one requirement,When customer submit catalog item request from CSM portal, one case, RITM, Request has been generated. We need to populate the all variable from RITM to Case form. Could you please guide us to achieve above requireme...
How to get the e-book for CIS-CSM to practice the lab activities
Hi Team, I needed a solution on how I can attach the same approval workflow to a CSM ticket once it is finished.Situation: 1) The CSM ticket has been created.2) The agent has placed the ticket status on hold and the reason is pending approval.3) The ...
In the table request, I need that when the request change to "On hold" don't change the the request to approval This is the initial stateAnd this are the requestesBut if I change the state of the request to "On hold" the approval request change tooI ...
Hi Team, what does the CSM function include - creating a new escalation? BR
Hello Everybody, I would like to ask about the issue we're facing when a user is not able to see the widget's content in Customer Information within CSM Configurable Workspace. With the admin role, I can see it. Important to mention is that we are no...
I want to Create UI Action button for Assignment group only (XXXX), to generate the new request form.. and link the new case as a child to the parent case which executed the UI action/button (Native UI and Agent Workspace). I created one UI action b...
Hi there, I am seeking your expertise. Recently, we had draft articles created through cases that were retired by the system. Based on this ServiceNow documentation, "The knowledge articles that were retired have a 'Valid To' date that has already p...
How can I modify the keyword search in the Data Table widget in service portal so that it allows the user to only search for incomplete field values? In my attached example, I want to be able to search for 'ACQ' instead of the whole ticket number (AC...
I'm trying make visible a variable whe the role to the user is n_customer_agentFor example show the mail only if he role is n_customer_agentI'm using a Catalog UI policy to make visible the variables in the questionary but can't put roles to filter t...
Hi folks, We are configuring playbooks for a number of our CSM teams. For each team, we're creating a process in process automation designer, and when our agents load a case in CSM/FSM Configurable Workspace that meets that process's criteria, they h...
