Hello, ServiceNow Community! I’m encountering a perplexing issue within our Customer Service Management (CSM) module, specifically related to the distribution of cases among our IT Field Support Agents. Despite efforts to achieve an equitable distrib...
Hi all, I have a requirement to auto-close the resolved cases after 5 business days. Currently, we are using a flow to auto-close the resolved case after 5 calendar days.I have added a condition to check if the resolved date is relative on/before 5 d...
Good morning Community, currently this report is being built in excel and the data is coming from various reports and entered in order to generate this info. Can something like this be done in ServiceNow CSM? The names listed are test users in th...
We have a team using the Customer part of the CSM module (not the consumer). They have other support teams that are creating tasks to them in error which they indicate they do not work, they want us to put in code so that teams will not be able to as...
I'm learning CSM module. I need interview question and scenario on CSM ?
when we try to change the state as approved in list view it has to create mutli sso e signature how we can achieve this
Hello, I have created 2 case types and CAN select them in the original Agent Workspace, in a SAN DIEGO instance. However there is no option to select any configured type in the Configurable Workspace. I have checked the "Format for workspace" check ...
We have created an encrypted field and a role associated to it. There are 2 users, User1 and User2 . User1 is added the role, so he can see the field. But the requirement is User 2 should also see the field, but the value should be masked like (*****...
Hi Team, Has anyone worked with a Scanning Platform like OPENTEXT to scan in Letters that then create a Case or Interaction in ServiceNow. I have seen that OPENTEXT is in the ServiceNow Store. however I wondered if anyone has any real life experien...
Hello I have created Virtual Agent and given role snc_external in the topic but when I impersonate with external user then I'm not able to access VA. How to fix this?
Hi team,We need a UI action called the Reschedule button. Like below:Once the user clicks the yes button, needs to send the approvals to the change managers group. The change manager approved needs to update the dates automatically in existing planne...
Hi,We have just moved over to configurable workspace and the short description seems to be cut off now. I have attached a screenshot of the old workspace and the configurable workspace. Is there a way we can fix this so the full short description is ...
Is here a way to connect one request item to mutiiple service offerings?
Sage Integration We have a customer who will be setting up a new instance of ServiceNow (Kingston). They want to integrate Sage into SN. I have searched around a bit and not found to much (anything). Has anyone done this before? I'd like to set it u...
