Add custom theme to workspace
There is a requirement to add a custom theme to workspace ,but the workspace has been configured with polaris theme. How can I add the theme to only my workspace instead of adding it globally ?
Forum Posts
Auto-populating the Contact and Account fields on case from record producer
Hi All. We are currently implementing CSM I am looking to get the Contact and Account fields on the case form to be automatically populated with the person who has submitted the case from the record producer. Any idea what the script code would be fo...
How to add sla response (duration) field in notification message
Hi In notification message, i would like to include what's the priority of a case along with response time (duration).Ex: if the case is P1 and Response for it is 15min. Message would be "hey your case is 1-Critical and expect response in 15min.
Chat Interactions are still in Work in Progress even though chat has ended
Hi All, We are having this issue with Interactions which causes them to get stuck in Work in Progress state and we can't determine the cause of this. Other Interactions are correctly getting Closed but some are not getting updated even after multiple...
I need to change a value of a choice, but the choice record is in one scope and the table that the c
I need to change a value of a choice, but the choice record is in one scope and the table that the choice is in is in another So, when I put it in the scope of the record, I can change the value of the choice but I canit pull the table and when I cha...
Automatically assign agents to cases
Hello,When cases created then assignmnet group is populating automatically..here I want to assign agent automatically to normal cases based on current group. Can anyone explain the process for this. I have around 30 groups.Thanks in advance.
Filter Sold Products for Customer Portal
I am trying to set up a filter for Sold Products on the customer portal. This is a problem when using the sn_customerservice.customer_admin role, as all products for the parent account are visible, and we would need them filtered by the selected acco...
Unexpected Redirection to Zoom Contact Center Login UI Page
We've noticed an issue where certain users are being redirected to the Zoom Contact Center login page ('Callbar' UI Page) instead of returning to the previous ServiceNow page when they hit the "Back" or "Submit" button. This behavior started occurrin...
Aggregation value required in each line or row of a Incident report in ServiceNow
Hi, I need an aggregation in a report like below. Item No Category Number of Incidents Total time spent for resolution1 Software 4 3day 4hour 5mins2 Hardwa...
How to add role to ACL using script
I have a requirement where I need to check first and add a role to ACL using script. I tried adding but it doesn't add. Do we need to elevate role first? How to do it same using script?
Letting user able to select a certain kind of case when clicking New button in CSM Workspace
Hi all, I'm struggling to find a way to let user select a kind of case to create when clicking the New button in CSM Workspace case list.Specifically this New button: Ideally it would be just like creating a New asset in Asset workspace where a quest...
Relationships Among Installed Base Items, Installed Products, and Sold Products
Hi Folks: Would greatly appreciate a few more details on the purpose and relationships between installed base items, sold product, and installed product. Why, for example do we need installed product? Could installed base item instead just referenc...
Resolved! Show the Record to customer in watchlist
Hi All, How can I show the record to the customer who is the watchlist and don't have admin or manager role.
MacBook video setting for online proctored exam.
Hi, this maybe an old / repeat question but I am struggling to get the video stream working when starting an exam. I am using a USB camera which appears to work fine at my end. I have tested it against multiple apps and can see video both ways, how...
How to enable Customer Central for custom configurable workspace
Hi, When we activated Customer Central plugin I can see "Customer Information" and "Customer Activity" tabs in interaction table in CSM/FSM Configurable Workspace.We have created custom configurable workspace and trying configure the same for intera...
