Hello We're experiencing since a couple of weeks, maybe after we upgraded to Washington, an issue where our customers are suddenly not seeing anymore in the chat the responses from our Helpdesk agent. The HD agent however continues to type responses ...
Hello folksI'm a newbie for ServiceNow, and I get a request that need re-route a type of cases to new group, I checked the Assignment Rule but it's not happened there, so my question is how could I get the information about which automate processes h...
Dear Community,May I know if user needs to purchase the Automation Engine Bundle v2 - 1 Million Integration Hub Transactions - Transaction Pack before buying the 10 million transaction ones. (Automation Engine Bundle v2 - 10 Million Integration Hub T...
Hi, The person who is assigned a ticket, It should come by the default on the user field in the Time card record in incident form.Can anyone help on this, It will be usefull. Thanks!
Hello all,In the CSM portal while I search with the first 3 characters of a catalog item, it will not find any result. When I add * after the 3 characters of a catalog item then i will find the result for the particular catalog item, but when i sear...
Hi Team, In the change form, we have "Reschedule Change" button and user click the that button more than 3 times with in the month need to display error message.Please provide the solution. Regards,Maanasa Allu.
After filling up a mandatory variable and clicking on submit, modal opens and tin there after clicking on cancel , we are returning to the service catalog form again and now without filling up the mandatory variables if i am clicking on submit the fo...
Hello all, Recently, after a month of use of AWA we started having an issue.Lets say we have 2 New INC in worklist. Agent goes Available and get 1st incident but never gets second, even if another agents put themselves available the second New ticket...
I have installed 'Customer Service Management' plugin in my dev environment. We are trying to bypass the SSO when logging in to CSM portal 'instance.com/csm' , it always takes us through SSO. From other community articles, I came across a solution t...
Hi, I am working on publications and will need your help 1. About Publications created by somebody and not visible by the other people in the same team: we need 2 or 3 of us to be able to see and read all publications created in a particular location...
Hi, Need to Hide "Show me everything" button from the main page of Chatbot and show "All Topics" whatever list is present on the initial page itself in the button form in Virtual Agent. Trying to achieve this on the Service portal of my PDI but unabl...
Hello, Can you please guide me on how to add more fields on the search criteria for a user. Like, right now, only 'display name' and 'username' is visible but we would like to add 'Emp. No' and 'Email' as well, how can we do that please - Regards,...
Please help me to create inbound action for csm table if sender email domain matches in accounts and sender is available in contact than create csm case for the user else create csm case for the primary contact of the account
We are using Cases to handle outside Customer Communications for Changes. Recently this process should have created 126 Cases from the Change, but only 99 Cases generated. Is there a limit, and if so how would I adjust the limit?
Hi All,The requirement is that we need to collect all the comments made in a ticket and with that total count we need to get the average of it.The average count need to be shown in the report for ticket wise. Please help this on priority. Regards,Joy...