Content Posted Email Notification not going to customers
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
Forum Posts
Predictive Intelligence for CSM solution definitions
What role can this machine have, please give specific examples
Case - Related Parties Tab
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...
How to build the relationship in tables for CSM module
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...
Subject: Help Needed: Imbalanced Case Distribution in CSM on Washington DC Instance
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...
Resolved! how to auto-close resolved cases after 5 business days
Hi all, I have a requirement to auto-close the resolved cases after 5 business days. Currently, we are using a flow to auto-close the resolved case after 5 calendar days.I have added a condition to check if the resolved date is relative on/before 5 d...
Report Capability in SNOW CSM
Good morning Community, currently this report is being built in excel and the data is coming from various reports and entered in order to generate this info. Can something like this be done in ServiceNow CSM? The names listed are test users in th...
Customer module to log cases and not work tasks
We have a team using the Customer part of the CSM module (not the consumer). They have other support teams that are creating tasks to them in error which they indicate they do not work, they want us to put in code so that teams will not be able to as...
Resolved! Interview Question On CSM
I'm learning CSM module. I need interview question and scenario on CSM ?
Need to create mutli sso e- signature for sysapproval table
when we try to change the state as approved in list view it has to create mutli sso e signature how we can achieve this
Case Type Selection not working in Configurable Workspace
Hello, I have created 2 case types and CAN select them in the original Agent Workspace, in a SAN DIEGO instance. However there is no option to select any configured type in the Configurable Workspace. I have checked the "Format for workspace" check ...
Resolved! How to mask an encrypted field
We have created an encrypted field and a role associated to it. There are 2 users, User1 and User2 . User1 is added the role, so he can see the field. But the requirement is User 2 should also see the field, but the value should be masked like (*****...
Scanning Letters into ServiceNow
Hi Team, Has anyone worked with a Scanning Platform like OPENTEXT to scan in Letters that then create a Case or Interaction in ServiceNow. I have seen that OPENTEXT is in the ServiceNow Store. however I wondered if anyone has any real life experien...
Resolved! snc_external users are not able access Virtual Agent
Hello I have created Virtual Agent and given role snc_external in the topic but when I impersonate with external user then I'm not able to access VA. How to fix this?
