Add a button to a UX List

Hello, we are trying to add a button to the banner of a list in our CSM/FSM Workspace. We were able to add a button to the list in the native UI using UI Actions, but we need it to be visible while in the CSM/FSM Workspace and it needs to be visible ...

Dashboard Widget/Report to show unassigned time of case

Hi All, I need a counter to show how long the oldest unassigned case has been awaiting assignment on a dashboard. Any suggestions?

Show custom case type record to the manager or admin if they have Records

Hi All, I have created  new case type, and created roles .Now I want if the  customer_case_manager role user has not that custom role he should not able to see that record in Portal, how can I achieve this.

Notifications not triggering to subscribers when a new article is created under the knowledgebase

Add custom theme to workspace

There is a requirement to add a custom theme to workspace ,but the workspace has been configured with polaris theme. How can I add the theme to only my workspace instead of adding it globally ? 

Auto-populating the Contact and Account fields on case from record producer

Hi All. We are currently implementing CSM I am looking to get the Contact and Account fields on the case form to be automatically populated with the person who has submitted the case from the record producer. Any idea what the script code would be fo...

How to add sla response (duration) field in notification message

Hi  In notification message, i would like to include what's the priority of a case along with response time (duration).Ex: if the case is P1 and Response for it is 15min. Message would be "hey your case is 1-Critical and expect response in 15min.   

Chat Interactions are still in Work in Progress even though chat has ended

Hi All, We are having this issue with Interactions which causes them to get stuck in Work in Progress state and we can't determine the cause of this. Other Interactions are correctly getting Closed but some are not getting updated even after multiple...

I need to change a value of a choice, but the choice record is in one scope and the table that the c

I need to change a value of a choice, but the choice record is in one scope and the table that the choice is in is in another So, when I put it in the scope of the record, I can change the value of the choice but I canit pull the table and when I cha...

Automatically assign agents to cases

Hello,When cases created then assignmnet group is populating automatically..here I want to assign agent automatically to normal cases based on current group. Can anyone explain the process for this. I have around 30 groups.Thanks in advance.

Filter Sold Products for Customer Portal

I am trying to set up a filter for Sold Products on the customer portal. This is a problem when using the sn_customerservice.customer_admin role, as all products for the parent account are visible, and we would need them filtered by the selected acco...

Aggregation value required in each line or row of a Incident report in ServiceNow

Hi, I need an aggregation in a report like below. Item No     Category      Number of Incidents         Total time spent for resolution1                 Software      4                                          3day 4hour 5mins2                 Hardwa...

How to add role to ACL using script

I have a requirement where I need to check first and add a role to ACL using script. I tried adding but it doesn't add. Do we need to elevate role first? How to do it same using script?

Letting user able to select a certain kind of case when clicking New button in CSM Workspace

Hi all, I'm struggling to find a way to let user select a kind of case to create when clicking the New button in CSM Workspace case list.Specifically this New button: Ideally it would be just like creating a New asset in Asset workspace where a quest...