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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! Case Resolution Acceptance Tracking

I have some agents who would like to track the number of case resolutions that are accepted/rejected by the ir customers. Is there a specific CSM field that stores this information? Can it be audited? Based on the documentation I've seen it looks lik...

${URI_REF} not working in email template

I am working on a functionality where notification will be sent when case is assigned to an assigned group, it will contain link to the case. For this email template is used where ${URI_REF} is not working. Please suggests if there are any workaround...

Resolved! Clickable link on RITM variable

Hi, I want to add clickable link on RITM and Task forms.1. Created read-only HTML type variable but it is coming in box with -/+ signs and white box, is there any way to remove it?2. Tried URL type variable, but it is not clickable on the backend for...

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Rutuja K by Giga Guru
  • 1775 Views
  • 6 replies
  • 2 helpfuls

Google Indexing of public portal articles

Hi All, I am facing issue in Google indexing the Public portal URL of knowledge articles. We have a requirement to make our public portal knowledge articles accessible from google but i am not able to achieve it  even we have added robots.txt file an...

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A Rahul by Tera Expert
  • 2830 Views
  • 4 replies
  • 0 helpfuls

CSM Certification Related Important Notes

Hi All, I just completed my ServiceNow Implementation Specialist Certification in CSM, and just like others, I found it really tough to find study materials for this exam both in Community and DOCS.So, I got some documents for preparation of the exam...

How to use a 'Is Not' with a dynamic filter

Hi, I am looking for a way to filter the 'My Team's Work' table on the CSM Workspace landing page in such as way that tasks assigned to "me" are NOT displayed as they are already on "My work" list. There is a filter option 'IS (Dynamic)' that allows ...

Resolved! CTI in ITSM without enabling CSM

Hi All, Can we implement computer telephony integration without enabling CSM(customer service management) module in instance. Is there any possibility to use CTI for incident management in ITSM module? Please help on the above question with some sugg...