Hello, We have been working on a complete revamp of our company production instance. This is from a complete Service Portal makeover, new flows, fulfiller form layouts, assignment rules, UI policies, etc. We have been creating update sets over the...
I'm hoping you experienced CSM implementers can help me (as a newbie) think through a design for my situation.Our organization is tasked with setting up a case management system (focused on safety i.e. hazards/accidents) for multiple independent orga...
Hello Everyone, I am trying to update one of the table record in the UI Action of Customer Service Management application. It's working as expected in the native/default UI of ServiceNow and I am performing both client side and server side operations...
I would like to restrict the users who access the report list cases from dashboard. The users will not able to click on filter(breadcrumb) to access all the cases, they are only able to see what they have access for. So, basically the users will not ...
I have total 24 records but at a time I able to see only 10 records to see remaining I have to click on next but instead if I want to increase the no of records showing where I can do it ? any idea?like we are having show 10 rows per page or 50 rows ...
I am trying to send updated cases everyday through scripted rest api but here the problem is I am getting date and time values in GMT timezone but I wanted the data in EST timezone.Can someone help me whether it is possible or not to get date and tim...
find the group who has itil role and group member is empty.for this I have written a script , but it is not working.// Define the ITIL roles to checkvar itilRoles = ['itil', 'itil_admin'];// Get all groupsvar groups = new GlideRecord('sys_user_group'...
I am not getting load demo data option while installing a plugin its been same when i tried to check with another PDI? what went wrong? is there any way to get data after installing the plugin in PDI?
Hello Experts! I successfully created a survey which worked fine for about a month and then it stop sending surveys to users even when the trigger conditions are met. Why would it stop working after a month? How would I troubleshoot this issue?Thank ...
If a customer already has DEV. TEST & PROD environment that they are already using and are now looking to buy CSM licenses, can you install the CSM Plugins in DEV without those licenses being bought (even though they are for PROD only) or is there s...
We have "Customer Information" variant in our instance and we have duplicated that variant and want to hide it for particular audiences-Below steps I have tried -1.Made sys_property - glide.ux.user_criteria_enabled to true2.Added the lower order to n...
when an incident/case is created why it will be in the new,open state is there any script, workflow running background let me know how to navigate and modify it please let me know if you have any updates
I have a record producer that creates a Complaint Case. When logged in to the CSP portal the contextual search results work. However, for unauthenticated users the search results do not show. I have made the record producer available to public (unaut...
Hello everyone, hope you're doing great!! I need to provide a template download (A single Excel spreadsheet file) with a widget within a record producer variable, how can i do that the simplest way possible?
Hello, We are looking into getting an assignment group created to give a 3rd party contractor access to work on REQ/RITM/SCTasks that are assigned to their group. I have created a role and an assignment group but looking for guidance and best practic...