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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
  • 973 Views
  • 6 replies
  • 2 helpfuls

Inbound Action

I am sending mail through my personal gmail to servicenow instance , mail received to servicenow and showing in email logs received but case is not created and in email logs target showing empty. I am sending mail through outlook to servicenow instan...

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
  • 1473 Views
  • 4 replies
  • 0 helpfuls