ITSM Success Dashboard
Hello, I see that there is the ITSM Success Dashboard. Is there something similar for CSM? I can not find. Best regards
Forum Posts
Design a process flow formatter
I have the basic Process Flow formatter in my form. I want to customize it to something as in the attached. is it possible?
Resolved! how to fetch sysid of current record?
how to fetch sysid of current record?
How to store the REST API response value?
Hi All,I am trying to build a solution for posting the data to other ServiceNow Instance using POST method. When I push the data, I want to store the response so that I can validate in future if any error occurs. I thought of having a staging table ...
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...
Closed / Fixed VIT's changing state
We are seeing that VIT 's that are part of remediation task which is in Deffered state, if they are closed Fixed the next day are changing state back to Deffered. Any one else see this happen .thanks
How to relate Sold Products with Contacts?
In my company's SN instance, we make use of Sold Products and Installed Products to register services that are hosted on Install Base Items of our customers.The vast majority of Install Base Items are servers that we supply to our customers and there...
${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...
Knowledge feedback task not generated on an article
When a customer is submitting negative feedback on a knowledge article, it shows him it was successfully submitted in the CSM portal but no feedback task is created for the article.Could anyone help me with this?
How average handling time is calculated in ServiceNow Voice and where to get the data points?
I have to create a report about the Average Handling Time(AHT) where, total talk time, total hold time, and total after-call tasks. Then, divide by the total number of calls – that figure represents your average handle time. Formula: AHT = (Talk Time...
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...
How to use SN_CSM_EC.onLogin() and SN_CSM_EC.onLogout() in the Engagement Messenger
Hi.Please tell me how to use the SN_CSM_EC.onLogin() and SN_CSM_EC.onLogout() for SAML.
Auto close interactions records auto-close after the associated incident/request closed?
Hello, What is the best way to have interactions records auto-close after the associated incident/request closed? Customer wants to avoid the extra effort to close these manually?
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...
Is it possible to store and use a contact list in ServiceNow, moved over from an Outlook list?
We have a contact list that's around 300 people long, we'd like to have this list visible to everyone in the organization, but editable only by a specific, small team. Is this something that we can put on ServiceNow?
