ServiceNow custom widgets related
How can we add custom widgets to the 'sn_customerservice_case' page to show insights? Is it possible to add widgets to the 'sn_customerservice_case' page? If it is possible, please add the steps.
Forum Posts
View csm entitlements in knowledge base
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...
Configure OAuth authentication for Docebo
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 ...
ACL creation on sys_created_on
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...
Resolved! Do we have the lastest version of CSM in washington DC
Do we have the latest version of CSM in Washington DC
calculate duration on the past 3 years cases
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...
i want to add custome fields in casec form on csm portal when a contact views his case
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 ...
only Cis which has approval group are need to visible in Change form in domain seperated instance
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
How to copy values from worknotes to field when state is on hold and hold reason Awaiting customer
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...
How to map the reference dot walk field by using tranform map?
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...
Field controls using State Flows does not mark the field mandatory and just throws error message
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...
How to Email Template Background image?
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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Resolved! Script to create a new record from a business rule
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...
Dotwalking to Case table on reports omits some field entries
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...
