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...
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...
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 ...
Hi,This is a silly query but still to confirm and understand can anyone help me in getting this please1) Is Employee center (comes OOTB) with every instance , is a separate portal than Customer Service Portal? are these two different URL's in same Se...
Hello folks, Recently i have been assigned for CSM implementation, can someone help me with CSM implementation docs or guide me to best way to implement the same. Thanks in advance !!
Hi All, In Configurable Workspace , I want to always display a particular view of the related record when I open that related record from the main record's related list. As of now the process I am following to achieve this is Click on my profile--->C...
I am trying to figure out the difference between Asset and Sold Product. Or what is the relationship between Asset and Sold Product. When to use Asset and when to use Sold Product. Where should the assigned product be stored? Where should the case be...
Hello,I'm using the Utah version. When I sign in as a user, SOW(Service Operations Workspace) is the default workspace.How to set "CSM/FSM Configurable Workspace" as the default workspace?Thank you.
Hi! I have a question that I was wondering if anyone else has some experience with. We are using ITSM and CSM in ServiceNow. And if a customer orders something in the CSM portal a Request with RITM and a case is created. Usually, the customer will ju...
Hello, Can we put a hyperlink in an announcement banner in service now ?While creating the announcement I am not able to add a hyperlink, it always comes as text Regards, Sudiksha Misra
Hi Everyone, On our customer portal we are using a banner image with company icons at end of two corners, when we resize the browser image adjusts itself and image icons gets hidden at both the corners.Is there any way we can use two images in differ...
Hi Everyone, I don't understand how preferences and profile are used is CSM Portal : As you see in picture below, my "sys_user" attributes are different from my "User Preference"Updating one does not update the other.User preference are retrieve from...
Hello Team,I want a List action(declarative action) on click of which I will get a popup and in popup I will be able to attach a document in workspace view.After submitting Attachment of documents, It is get attached to to multiple records.If I will ...
Hi. In the past, I created a script that automatically added the value of a variable as an additional comment when a case was filed.I tried to create a script with the same requirements after a long time, but I forgot it... Can someone please help me...
When trying to access surveys, it displays 404 page for users with 'sn_customerservice.customer' role. Steps to reproduce 1. As a user with role 'sn_customerservice.customer', in CSM home page, click 'Surveys' menu from header. 2. 404 page is display...