Resolved! How to get the e-book for CIS-CSM to practice the lab activities
How to get the e-book for CIS-CSM to practice the lab activities
Forum Posts
Wanted to reattach the approval workflow multiple times based on status of CSM ticket
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 ...
Prevent the status of an approval request from being changed
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 ...
Resolved! what does the CSM function include - creating a new escalation?
Hi Team, what does the CSM function include - creating a new escalation? BR
Data in Customer Information not visible.
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...
UI Action button should redirect to the record producer form in agent workspace
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...
Articles retired by system but the validity has not yet passed
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...
Data Table Keyword Search configuration
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...
Resolved! How make visible a variable using roles in a record producer
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...
How do I get a playbook to run a specific experience in CSM Configurable Workspace?
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...
REST API OAuth failed for ITIL user and not for admin
Hi Team, I am working on servicneow to servicenow integration. REST API outbound Basic authentication working for admini user and ITIL user .Result: SN1 creates the records in SN2 Instance using post...When i tried with OAuth authentication it is wor...
What is SME in servicenow?
Hi Team, for one story I have to create the knowledge base they have provided me the owner, manager, and SME(provided some system users) I could not find the SME field in knowledge base form please help me with this. Thanks, Akhil.
Resolved! Customer Service - Case - Appointments
Hello! I'm writing to find out if there is a way to display in a Calendar view the appointments added to a Case in Customer Service. Below is an appointment I created in my PDI. I'm hoping there's a way to configure a calendar view to see it along ...
Resolved! incident management
When user opens the existing incident and there is the parent incident of the same incident then there should be a message at the top.“this incident is child incident” and when user click on parent incident number, it should open the same incident in...
Customer Activity - UI Builder Configuration
Hi everyone,Can anyone please tell me how I can configure Customer Activity Component using UI Builder for workspace. It will be really helpful. Thanks in Advance.Regards,Himanshu Gupta
