Hi All,I am not a CSM expert and I have a question. We are trying to solve for a visibility issue once a CSM case is escalated. Once the CSM case is to be Escalated, the "Tier 1" needs to have visibility to the escalated case so they can add commen...
#Role: You are a ServiceNow technical expert in CSM who needs to troubleshoot the issue below and come up with a solution. #Problems to troubleshoot:We have two case types: "complaints and escalations," which is OOB, and another custom-created, "te...
Hi,I have a bit of a problem. I'm consulting (and implementing) at a customer who just got ServiceNow. There's another consultant of a different company in the project, who has much more experience than me. This consultant suggested that the customer...
Hi Everyone,I am facing an issue while trying to apply email templates from the Email tab in CSM/FSM Workspace. When I click on the “Apply email templates” icon within the email composer, the templates are not being applied as expected. Steps to Repr...
Hi Experts,I am trying to change the color of the Case Number field in CSM Workspace list view using UX Highlighted Values.What I have done:Created a Highlighted Value configuration for:Table: sn_customerservice_caseField: numberAdded conditions:when...
Hi, I want to share a custom dashboard with a report on incidents to the contact accounts (Users with sn_customerservice.customer and snc_external roles). I have already shared the dashboard with these 2 roles but when I impersonate the customer acco...
I am facing an issue in Service Portal where the text entered in a widget textbox disappears within a few seconds. This happens only in one instance, but in another instance the same widget works correctly. The widget code (client, server, HTML) is i...
In this article, we will learn how to change the tab name from "Create New Account" to "Create New Dealer" in a Configurable Workspace. Steps to Implement1. Navigate to UI Builder and open the CSM/FSM Configurable Workspace.2. Open the CSM Default Re...
I am facing an issue in Service Portal where the text entered in a widget textbox disappears within a few seconds. This happens only in one instance, but in another instance the same widget works correctly. The widget code (client, server, HTML) is i...
We have created a pre-chat survey with survey questions by creating & adding the context variable to each questionIn Pre-Chat Survey Configuration, can we show the Context variables to agent like category, issue selected after the agent chat initiate...
I have a user receiving this message when loading a dashboard: Error MessagePart of the query on u_change_ticketing has been ignored because of insufficient access for 'query_range' operation on u_change_ticketing.u_assigned_to_bpoError MessagePart o...
Hi all, I'm struggling to find a way to let user select a kind of case to create when clicking the New button in CSM Workspace case list.Specifically this New button: Ideally it would be just like creating a New asset in Asset workspace where a quest...
Hello everyone,I am currently trying to setup an approval flow for the quote management. I would like to use the OOTB button "Submit for Approval". I thought it could be with the Quote Task object? Anyone any suggestions how to set it up.The logic I ...
Hi Everyone, For some reason duplicate cases are creating at the same time with different number. Can anyone help me on this what's the reason for this?
Hi All,I created an Event + Business Rule on sys_attachment (After, Insert) to trigger an email notification when an attachment is added to sc_req_item (RITM).It works correctly when attachment is added from the backend form view.However, when attach...
