Hello team,Is it possible to set permissions so that the customer cannot see their own cases? The service desk agent should be able to process the ticket, but the customer should not see the case.BR
Whenever we change the assignment group of a case from one group to another, we need to notify the new assignment group that the case will be moved within the next 10 minutes. How achieve using provider notification
In the case of in-flight cases, upon receipt of any email related to the case, promptly notify the GNOC engineer (To whom the case was assigned) via a floating Native UI notification. Please find the notification message below.When Customer send any ...
Hi All, We currently run CSM/ITSM modules. We have a number of instances where we may have an internal-type tasks (e.g. Cycle passwords, or audit things on a client's servers x,y,z) these are tasks we don't necessarily want to present to the client a...
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 !!
I'm currently working on a service portal page where users can upload attachments by clicking on a single paper clip. However, I now need to add an additional paper clip to the same page. One paper clip should allow users to upload regular attachment...
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...
How can I add pre-written message templates to the agent workspace shown in the attached screenshot, I want to add?
How the Business Duration and Duration calculate works for cases. we have one Requirement for this SLA activity for both fields. is it OOB functionality.please suggest me.
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 Community,I need your help!!! Can I add catalog items from the global scope to a category in the Customer Service application scope so that I can include that category in the CSM portal? Previously, customers created a Service portal, and n...
Hi all, The requirement is to print the output diagnostic page of my portal, but I'm not getting the desired output. Please find below the HTML and Client Script and the sample output. HTML Code:<button ng-if='data.state == "completed"'class="btn-pri...
