Hi, We have the following use case:There are quite a few accounts in the hierarchy, three levels deep (international corporation).The contract that governs SLAs is signed with the global corporation i.e. with the top-level account.Cases can be raised...
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...
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 ...
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...
Can someone please help me locate where this filter generates? I went to List, then Consumer. In the consumer's record I click on the Cases tab. Once on that page, there is a filter that is auto generated. I am trying to locate where this filter is c...
For Agent chat I have created a new presence status "In Conversation", this has come through to the CSM/FSM workspace and users can select this, we wanted this to auto update so I have created a flow that updates the agents presence status when the C...
Hey Wondered if anyone can help we have interactions set up for Agent Chat, where a customer (contact) is attached to a location and Account, we want to be able to create a case from the interaction record and pull extra location data onto the case ...
Hi,I am trying engagement messanger on my PDI and calling it in my django page. It is not displaying anything. Any reason please.
in virtual agent , we provided item links to users to open item form to place a order , but when they click on that link the form will open in new window, but we need in same page, could you please suggest how to achieve this.#virtual agent # service...
How to update incident record using widget by user automatically , thats means user doesn't depend on servicenow developer means its user manually type incident number , and its will take automatically take two filed values like short description , a...
Hello team, I am unable to see Case task info in CSM workspace. Please help me out to resolve the issue. RegardsKrishna.
main question:Creating a Report for seeing how many CMDB Services have a created KB, and not? i have trouble finding how i can get this info, from services or from knowledge articles? using that i can figure out how to create one that shows the ones ...
How to make email field read only in csm portal for end users in user preferences.Thanks in advance..
When user tries to enter short description on incident form,if short description is same as recently entered short description,then user must not be able to submit incident.How can we achieve this?
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