The Top Head Global Search bar should display as "List View"
If the customer searches for the case number in the top-head (Global) search bar, it should display as "List View," like below. Currently, the search (OOTB) is working as shown below.
Forum Posts
Resolved! How can I remove the "Resolve" action from the Actions menu in Employee Center
Hi,Employees log-in to Employee Center and create an incident from our service catalog.Right after having created the incident record, the widget shows the Actions drop-down menu with the option "Resolve". The logged-on user is an end-user employee w...
How to change the Welcome (login) page
Hello, everyone.I am having trouble logging in an external user.I want external users to access specific pages only when they log in for the first time, and to access the normal Homepage after the second time. The external user registration plug-in i...
Resolved! Agents and Managers can create Knowledge Article from Community Questions ?
Hello Community, Can Agents and CSM Managers create knowledge articles from Community questions? I've done quite a bit of research on this, but I'm finding conflicting answers. It appears that creating knowledge articles from Community Questions typi...
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
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...
