Hi, we have a customer requirement for being able to add worknotes on customer_contact records for comments on personnel changes related to the account. The field needs to be in use for back-office only. We can of course add a custom string field, b...
Hello, I've been struggling with this for a few days now.I would appreciate it if someone could help. When WOT(Work Order Task) is assigned to an engineer, the Estimated travel duration changes to a very long time(7days 15hours). Why is the estimated...
My Concern is I need to do the field changes in Change table which has to be visible in CSM Workspace , But Change table belongs to ITSM Workspace , How can we acheive it ?I have already selected ITSM Workspace and tried using Form UI Builder , I ch...
My question may sound basic. I have a requirement to send out an email with survey link when a case is closed. I created the Survey and added a Trigger condition on the case table with the trigger condition "State - changes to - Closed" and "Contact....
I have referenced a table A in the record producer list collector. The contents of table A are displayed on the record producer portal screen. Now the requirement is that a certain record of table A should not be displayed on the portal screen. This ...
Dears, Now I try to use an Opportunity Management function in ServiceNow, and I faced on strange situation.It seems that I can see both "Opportunity Stage" and "Sales Cycle Type" settings with correct values and their active flags are all set as Acti...
We have a problem with the panel permissions feature. Some of our service administrators can create private dashboards and share them with everyone.We need to limit the feature so the dashboards are only in private mode or remove the feature so that ...
Hi All,As part of my current project, I need to utilize the appointment booking from an order guide, But when I try to include the appointment booking form with different type of variables, The form is getting displayed inside the order guide with al...
I have a contract start date and end date and need to calculate the percentage of time left on the contract. The only OOB functionality in comparison is the Business Time Elapsed field for the SLA's but this isn't an SLA nor does this table extend Ta...
Curious if it's possible to have a dashboard in the CSM Customer portal for a Customer?
Hi Team, I need to Resolve Related incidents when incident state is onhold, when problem state is resolved. I have written after insert or update business rules. Condition is state is resolved. Script:var incidentGr = new GlideRecord('incident'); ...
Hello, we have a need to change the order of search sources "Select search source" button in Agent Assist. I can't find a way to do it or if its possible. Currently Resolved Cases search source is default, but we need Default Sources to be on top. An...
Hello All,We have one requirement,When customer submit catalog item request from CSM portal, one case, RITM, Request has been generated. We need to populate the all variable from RITM to Case form. Could you please guide us to achieve above requireme...
How to get the e-book for CIS-CSM to practice the lab activities
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 ...
