Response template in custom case type
How to make response templates in the contextual side bar to be made available to the Custom case?
Forum Posts
Resolved! Implementation of ITSM and CSM. Which should come first?
Hi, everyone! I am considering taking on a project for implementing ITSM and CSM for a small company delivering a broad range of services (from IT outsourcing to hardware and software sales and implementation).Which one should I tackle first? ITSM or...
Estimates against a Change Request
Can anyone tell me if there is a standard field on a change request to put your estimated effort? This would be a change request from a case. I need to create quotes based on effort during the assess stage before we approve a change. Then the actual ...
Send Email/Notification - UI Builder
I Want to send an email which I have defined in sysevent_email_action table whenever I click a Button component in Workspace.
Show case SLA timer on related incident
Hi, The use case is as follows:When a customer raises a case, an SLA clock startsIf Tier 1 agents cannot resolve a case, they raise an incident that is then worked on by Tier 2For Tier 2 agents to understand what the situation with the SLA clock from...
Resolved! How to create Branding for Virtual agent chat
Hi Team I want to update the branding for virtual agent unable to add image instead of text can any one help me what I am missing guide me please Please refer the virtual agent chat I uploaded image but its showing some text I want Image should be u...
Resolved! How to create a download link that needs to work for a specific role or group on Service Portal
I need to create a download link for the Service Portal. The file is an Excel spreadsheet. I created the link in the Portal using the 'rich text label' variable, then added the link '/sys_attachment.do?sys_id='SYS_ID_FROM_SYS_ATTACHMENT' to this vari...
Auto create time card on planned task update for CSM/FSM configurable Workspace
Hi there We want to implement the time card plugin which is included in CSM Licence. For the Default time sheet policy, we can set the flags Auto create time card on planned task updateAuto fill time card with time worked entriesIf checked and the us...
Debug mode ...
Hello experts, I wrote a On edit client script which is working but apparently there is another script which runs after my script which causes changes to rollback. In my experiences with other products, I could run the transaction in a debug mode to ...
Resolved! Create Contacts as a Customer Admin
hi everyone, i‘d like to implement direct user creation by customer admins. The OOTB process relies on the companies registration code and requires a self registration. In addition to this we want the customer admins to directly create contacts via t...
Add Custom Fields to KB View
Hello, I am looking to get a list collector field added to the published knowledge article view and am unsure how to add it. It shows in the view when editing an article but not when view it after its been published. Any help would be appreciated. Th...
Order of Knowledge Articles
HI everyboy, We are currently on Utah but will be upgrading to Washington soon. We are using CSM and ITSM integration and give our customers in the CSM Portal the option to view a few articles in a knowledge base. One type of articles are Tool Descri...
Resolved! How can I remove the "Resolve" action from the Actions menu in Employee Center
Hi,Employees log-in to Employee Center and create an incident from our service catalog.Right after having created the incident record, the widget shows the Actions drop-down menu with the option "Resolve". The logged-on user is an end-user employee w...
Resolved! Agents and Managers can create Knowledge Article from Community Questions ?
Hello Community, Can Agents and CSM Managers create knowledge articles from Community questions? I've done quite a bit of research on this, but I'm finding conflicting answers. It appears that creating knowledge articles from Community Questions typi...
Resolved! how to fetch sysid of current record?
how to fetch sysid of current record?