Forum Posts
I want to use AI search to surface relevant knowledge articles.
Hi. When a character is entered in a variable in the service portal, I want to display the related knowledge. I used AI search to find an article on how to make it appear, but it didn't work.Is there any better way? Thank you. Articles found ↓AI検索を問い...
Predictive Intelligence for case management
How to use Predictive Intelligence for case management
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...
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 ...
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...
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 ...
customer service portal vs employee center
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...
Resolved! Customer Service Management (CSM) Implementation
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 !!
Resolved! Configuring a related record view in Configurable Workspace
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...
Difference between Asset and Sold Product in CSM
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...
How to set "CSM/FSM Configurable Workspace" as the default workspace?
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.
Flow: Create comments in a case from when a RITM i created via CSM Portal (CSM/ITSM)
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...