Predictive Intelligence for case management
How to use Predictive Intelligence for case management
Forum Posts
Agents log a service request on behalve of a user
Our agents need to log a service request for a user. When the agent pushes the button creat request the service catalog opens. The issue is that the agent not only sees the requesitems where the user is entiteld for but also his own requests. this is...
In workspace, drop-down values from the field should populate the UI action.
Hi @Sohail Khilji , In workspace, there is a field which contains five dropdown values, when I select 1st value, then it should show the UI action button. If the user select 2nd value. then it shouldn't show the UI action button.How to execute this f...
BR to display alert on case
Can some please help me write a BR so that an alert (pop up message) is displayed when ever an update is made to a case from a specific contact, I hav tried the following but it's not working? (function executeRule(current, previous /*null when async...
Watchers for multiple accounts
This is an access control question: Is it possible to make contacts 'watchers' for cases raised under different accounts (not the account they are associated to)- so they are only able to view cases either under their account or cases they are added ...
Resolved! Customers unable to see all cases for their account on the Customer Portal
Customers who are assigned a 'sn_customerservice.customer_admin' role were previously able to see all cases raised under their account- since a recent update on ServiceNow- customers are no longer able to see all cases. Any help to get this working ...
Can I confirm table columns what extension source table has?
Hi.I want to search the extension source table that a column has.How can I do?Ex: Configuration Item [cmdb_ci] has asset column from Base Configuration Item [cmdb].But I can't find it in Dictionary or Field Labels.
Need to populate the values from another table
Hi Team,I am creating the Standard change request through the Request item table using UI action (create Standard Change) Once the user clicks the standard change menu, it goes to the catalog item form. The user selects one item from the list, it goe...
CSM Service model related catalog items
I have a question about the Catalog item relationship configuration shown in the attached picture (also link below). I found relationship in the Service model table called Catalog Item -> Model ID, but that relationship is one to one, what if I would...
Customer and Service Order state Processing: Cancelation In Progress
Hi Everyone, hope you are doing well, we are currently having an Issue trying to move a customer order State from Cancelation In Progress to Cancelled. Basically, once we click the "Cancel Order" UI action the Order moves to Assessing Cancellation St...
Provider notification
I have configured provider notification. Its coming into logs in notification but did not get in bell icon/notification icon
Issue with CSM/FSM Config Workspace.
Hello Everyone, I am facing an issue in CSM/FSM config workspace.I will explain you the issue in detail. 1: On the CSM/FSM config workspace when creating an interaction i have an option to create request using UI Button.2: When clicked on Create Requ...
How can we change the default filter on Agent Workspace Home widget
I have a requirement to add different case types on the homepage widgets on the Agent Work space. How can we change the default filters for these widgets. I know we can edit the filter through "Advanced View" for personal usage. How can we edit the ...
String field is getting populated in backend form but not in portal
I have a custom string field which is getting populated at backend form through a On change client script and Script include business logic. But it is not working in portal. please let me know how can i check on this.P.S Im not a portal expert.
Resolved! Need help for On change client script and Script include to print data
Hi Need help for below client script and Script Include Client Script: ============================================================== function onChange(control, oldValue, newValue, isLoading, isTemplate) { if (isLoading || newValue === '') { ...
