Customer Reset Password email notification
When Self Service Password Reset plugin is enabled, an email notification called 'Customer Reset Password' is added. Any one happens to know When this notification is sen out? Is it OK to disable it?
Forum Posts
CSM Module
Hello everyone! I have just passed my CSA exam and will begin my ServiceNow career shortly. Are is there anyone who would provide basic guidance/wisdom on the best practices for being a system analyst for a large scale organization using the CSM modu...
how do i populate values for new form based on previous dropdown selection using client state
In the Workspace,I have a submit button, when clicked it is redirecting to a new form , but on the new form I want 3 fields to be pre populated based on the 3 dropdowns selected before clicking the submit button.
How to use both Auto assignment and Dynamic scheduling in FSM.
Currently In FSM we have different assignment methods. Manual Auto assignment Dynamic scheduling From the above we can select any one of the above. But If I want need auto assignment as well as Dynamic scheduling what needs to be done? Scenario: Disp...
Email to Case AI Agent Issue
Hi All,I have a requirement where an inbound email triggers a flow to create an HSPII record. The system then looks up the HSPII data and anonymizes the email content if it matches a predefined pattern.Based on a Decision Table, if the sender’s busin...
Resolved! Modify the OOB UX List Items
In the CSM/FSM configuration workspace, several default lists appear in the Default List view. We’d like to remove some of these items. What is the recommended best practice for hiding or removing these default lists while ensuring that future upgrad...
CSM/FSM workspace - modifying the Comments in the Compose section
In the CSM/FSM Workspace I am trying to update the Comments “verbiage” in the Compose section. So far I have figured out how to update the “Everyone can see this comment” part by following this post I found in the community Modify the compose section...
Resolved! Licensing clarification – CSM Case extension
Hello,I hope you are doing well.We are currently reviewing a design decision in our Customer Service Management (CSM) implementation and would like to confirm the licensing implications to ensure compliance and proper documentation.Licensing contextO...
Resolved! Please help me, how can I edit the sidebar in workspace?
Dear Experts,I am new to Servicenow and English. Sorry for my poor English.How do I edit the sidebar in the red frame area?Specifically, I want to add Create Consumer (Verify Consumer) to the sidebar.Thank you, brothers.Yoshi
Contract versioning and document
Hi all, 1) It is possible to manage the versioning of the contract documents leveraging OOB functionalities? If not, how it could be done with the minimum customization? 2) Out-of-the-box CSM only manages contract record or it is also possible to cre...
Preventing Duplicates and Handling Errors in CRM Workflows
Hello all,I’m Dheeraj Sudan, and my wife, Meenu Hinduja, is currently working on a CRM project for a BFSI client. We’re facing some challenges with our workflow automation: we need to handle errors gracefully at each step while ensuring that duplicat...
Resolved! How to Add a Playbook Tab to Case Records in CSM Workspace
Step 1: Integrate Playbook with CSM WorkspaceTo display a Playbook in CSM Workspace, you must configure it as a Related Item or Contextual Side Panel.Configure the Playbook as a Related ItemNavigate to:All → Workspace Experience → Actions & Component...
How to remove the Acl security constraints message from the UI workspace
Can someone guide me through this requirment: How to remove the Acl security constraints message from the workspace?I have tried In Workspace:UX Page Properties add new property Name: hideSecurityConstraintsType: booleanValue: truebut its not workin...
Actions and Events Missing in CSM Lab 5.3.1 – Case Types
Hi everyone,I’m currently working on CSM Lab Module 5.3.1 – Case Types and I’ve run into an issue in my training instance.The lab directs me to navigate to:All > Now Experience Framework > Actions and Events > Action Bar Declarative ActionsHowever, w...
Playbook tab should be visible for only specific record producer/items for a table
Hi Community,Currently we have created a playbook for a record producer. Next in the UI Builder CSM workspace created a New Record page and configured the playbook tab for the table which the record producer tasks are being created.In the Variant con...