When an agent attempts to forward an email from the agent workspace using the forward button to include attachments from the case or the current email, I encountered a challenge. Despite my attempts with a business rule, I found that I couldn't preci...
I want to get table name from url in CSM agent workspace
I want to create a standard document for Customer Service Management (CSM) and I am curious if anyone has any previous experience with that? Is there anyone who can share some examples or ideas on CSM Standards for a business?
Hello, Can we put a hyperlink in an announcement banner in service now ?While creating the announcement I am not able to add a hyperlink, it always comes as text Regards, Sudiksha Misra
I have an requirement where I am getting data from backend once the user clicks on UI Action button "Create" , as it takes a little time , i want to show the loading screen till the data is fetched.How can i add a loading screen on the agent workspac...
Hi Everyone, On our customer portal we are using a banner image with company icons at end of two corners, when we resize the browser image adjusts itself and image icons gets hidden at both the corners.Is there any way we can use two images in differ...
Hi Everyone,As an end user, over the CSM portal when "Business Phone" is empty then i am able to edit it. After that is becoming un-editable field.Any idea why?Thanks in Advance!!
Hi Everyone, I don't understand how preferences and profile are used is CSM Portal : As you see in picture below, my "sys_user" attributes are different from my "User Preference"Updating one does not update the other.User preference are retrieve from...
Hi team, I have created the requested item through the incident form using the "create request" UI action. The incident form must display the requested item details in the related list. And need to display parent incident details in the service requ...
Hello Team,I want a List action(declarative action) on click of which I will get a popup and in popup I will be able to attach a document in workspace view.After submitting Attachment of documents, It is get attached to to multiple records.If I will ...
Hi. In the past, I created a script that automatically added the value of a variable as an additional comment when a case was filed.I tried to create a script with the same requirements after a long time, but I forgot it... Can someone please help me...
When trying to access surveys, it displays 404 page for users with 'sn_customerservice.customer' role. Steps to reproduce 1. As a user with role 'sn_customerservice.customer', in CSM home page, click 'Surveys' menu from header. 2. 404 page is display...
Hello Community, Our org does not have Performance Analytics, just the built in CSM/ITSM products.We need a report that shows when any first response activity on a ticket: updated, commented, status change, or assigned, etc. In the generated report...
how to copy the additional comments and worknotes from incident to related case record . i have already tried with the BR (before - update ) table- incident (function executeRule(current, previous /*null when async*/ ) { var relatedCase1 = new Gli...
In my Client Instance there are many Service Portal. There is requirement, specific to Portals... If I submit a request from Service Portal (let say portal prefix - pss ) . can we able to find out on the request Record, this record is submitted from ...
