Hi All, Could anyone of you please let me know how do you utilise your contract SLA at incident level to get it working. Because when I placed contract OOTB's field in Incident form, I couldn't see any of the contract even I created a new contract th...
Is anyone here currently using both CSM and ITSM? If so, can you provide your experiences: Why you're using both? How you're using both (i.e. are your end users creating Cases and your fulfillers are converting those cases to Incidents, Requests, Pro...
when we click on Chat With Our Virtual Agent a new chat window a info/link message should display like "Start Chat" when user click's on Start Chat link then it should open chat window as shown below ]
Hello Everyone, I am trying to auto populate members of the groups in a variable based on other variable choices.EX: We have 2 variable V1 and V2 V1 has 3 choicesChoices: TYPE1, TYPE2, TYPE3.This Variable and the choices are not dependent to the V2 g...
How to change display value of a variable from reference type using attributes. Please help me to achieve this.
Hello Everyone, I am trying to auto populate group members in a variable based on other variable choices.EX: We have 2 variable V1 and V2 V1 has 3 choicesChoices: TYPE1, TYPE2, TYPE3 When V1 is selected as = TYPE1the Variable V2 should show list grou...
Hi How do I make preview for a reference field on the form level in CSM/FSM Configurable Workspace?I want to display a group of the fields from the referenced record instead of opening the referenced record in a new tab
Hello Guys,In my personal developer instance when the CSM plugin is installed, there are 2 portals - CSM and CSP which are available in the portals list but somehow In my project instance only CSM portal is listed in the portals list.I am wondering h...
Kindly share the possible solutions on :How to personalize and keep Agent Assist (Select Search resource) only to this three in Configurable Workspace?The ones Highlighted in Red.
I create a Visual Task Dashboard (VTB) and i used the "Freeform Board" so that i could create my "Lane" with my own names. after creating the VTB i then created a Task.list and i added the criteria for the information i wanted to add to the VTB, whic...
Looking for the standard configuration for Content Posted email notification. My current configuration is not triggering email notifications when documents are posted to the forum
What role can this machine have, please give specific examples
Does anyone have any solid links to documentation or videos on how to configure and use the Related parties tab in Case records.During our implementation of CSM, we were told by our development partner that this could be used to add vendor contacts a...
Hello,we are implementing the CSM as I am new to CSM I had some queries,Actually, in the service offering table, we are storing the product name, here we wanted to make the relationship as below:Let's say there is a telecom company that is offering t...
Hello, ServiceNow Community! I’m encountering a perplexing issue within our Customer Service Management (CSM) module, specifically related to the distribution of cases among our IT Field Support Agents. Despite efforts to achieve an equitable distrib...
