In the "Case ref" field, it is not showing the case ref
composite field is not showing the reference value in the workspace.List ViewWorkspace View
Forum Posts
Schedule Announcements
Hi, is it possible to schedule Announcements, for example to only show during weekends?We would like to display some contact information only during weekends, do I have to create a new announcement for every weekend of the year? Thanks!
Case Visibility in Portal
I have a requirement to restrict visibility to customers depending on there location ie. Global can view all open casesAPAC can only see cases raised in location APACEMEA can only see EMEA cases additionally it originally was set up Global as a paren...
Resolved! Configuring Email Inbound and Outbound Actions Notifications Based on User Location
Hello ServiceNow Community,I am working on setting up our ServiceNow instance to handle specific email requirements and need your guidance to ensure proper configuration. Here are the scenarios I need to address:Scenario 1: Creating Incidents from S...
How to decrypt an encrypted field (using script)
Hi All. I want to know how to decrypt an encrypted field.I made encrypted field on variable set.But I can't decrypt the field at script. getDecryptedValue() doesn't work.I want to know that if you know something.-------------------------------------...
Resolved! Change background colors of active & inactive tabs in CSM/FSM Configurable Workspace
Hi, Is it possible to change the background colors of active (White) & inactive (Grey) tabs in CSM/FSM Configurable Workspace without creating a new theme? We are using Polaris theme currently and don't want to create a new theme.
Customer contact can not see Cases in Customer Portal
When impersonated from a Customer Contact, i see below error when i try to access Case records. Error : Part of the query on sn_customerservice_case has been ignored because of read security rules on sn_customerservice_case.active Also i am not able ...
Resolved! nested for loop and IndexOf not working
HI Team,I have written Before insert/update BR.Below are the details: u_authority_role --> Its a list collector My requirement is if current value in list collector is not PA even though existing/previous value can be PA, it should not push the value...
Resolved! E164 Phone Field Not Working in Customer Service Workspace
We are attempting to change the field dictionary for Phone on our Account Table from Standard to E164 for International support. When attempt to make this change it appears to work in Native UI view of the account table. (See Below) However, when we...
Custom Watch list field on user table is not visible on the CSM Portal User profile form.
Hi Team,We have created a custom field (u_watch_list) which refer to the User table on sys_user table.Configured form layout and add this field in Self Service and Customer Self Service and Service Portal views of the form.added this fied on Contact ...
Resolved! Inactive accounts showing in Assigned To field
Our Azure integration is pulling in a range of accounts that we don't want to show in drop down lists for Assignment of activities etc. Whilst my tech team work on the root cause of that, I have marked all of the accounts as Active - False, thinking ...
CSM partner to partner relationship type
I am trying to work through a partner to partner relationship type that isn't working as I expected it to work. The requirement is for two companies should be able to see each others install base items as well as create cases/requests for them. The o...
Resolved! CSM Configure the Customer Activity view
Hi Team,how can I add something in the customer activity? I have added a field in the contract table and would like to display the list here. BR
Resolved! CSM Account / Partner Relationship Question
So still getting use to the CSM area. I have a use case where "Acme" is an IT company and they want to be able to enter a case for a few of our other customers, "Birds", "Cats", and "Dogs". We understand we could use the relationship option and setup...
Resolved! Adding record information in CSM workspace
Hi All,I have added custom tables in the CSM workspace but when I open the record, I'm unable to see contact, timeline and active SLA.
