ServiceNow Integration with Oracle
Hi, Can anybody suggest what is the best way of ServiceNow and Oracle Integration. Can It be done directly or through any third party tool. Regards
Forum Posts
CSM Query rules
I have a requirement to make customer service case type cases visible in the List view to agents based on conditions (assignment group wise, priority, etc..). I tried creating Query rules for my case type table, but the rules are not working.Can anyo...
Record Producer is not showing for non admin users in CSM portal
Hi everyone,I have created a record producer and added it to the Customer Service Catalog and Support Category. It is working fine when I log in as an admin. But when I log in as non-admin I'm not able to find the category in the CSM portal. Kindly s...
Knowledge article not showing in service portal
Hello All,The knowledge base search on our instance doesn't return any results. I search for keywords that I know are present in the articles and return, "Your search has no matches; nothing comes up."
I am trying to configure Stepper in my custom workspace. Can anyone help me with the detailed steps.
I am trying to configure Stepper in my custom workspace. Can anyone help me with the detailed steps.
Record activity (or record information) not displayed in CSM/FSM workspace upon login, until F5
We have some users reporting that upon login to the CSM/FSM workspace, when selecting a record (example, Case Task), the activity stream isn't showing. Only until the user refreshes the form does it reappear. I heard in the CSM Implementation cours...
New Button on workspace related list missing
New Button on workspace related list missing for notes. How we can add it.
Extending instance expiration
Dear SMEs,Need to know, how to extend the expiration of the lab instance.
Resolved! How to increase instance expiration
Hi All, Its Rishabh, I am new to ServiceNow. I want to know as to how i can increase the validity of my lab instance.Currently i have increased the limit to max, however now i am not able to increase it. Getting below pop up message. Sorry, We are un...
Resolved! CSM query - job interview
Hello,I am applying for a job and one of the accountabilities is:Customize and configure CSM processes, workflows, forms, and widgets to align with the organization's customer service requirements. My experience has been working with a portal (the ne...
Real time reporting on Chat presence states
Hi SNC We want to be able to create a real time dashboard which shows what state an Agent is in, in real time in relation to Chat In reality we would want it is as list view that would have Name, State Time in State. HOwever if anyone has done anyt...
CSM Mobile support
Is there any out of box mobile support for users of CSM in ServiceNow, so that a user will able to raise new tickets via phone. How can I achieve that?
Viewing emails in the CSM portal feed
Has anyone out there been able to pull emails into the case narrative when emails get sent in by a customer/users into the activity window. We are trying to get them into a case task view within the CSM portal. We can click on the task number and s...
Disable options of a field in quick edit (list view) in workspace
Hi, I am currently working on a requirement where these options ('Approval' and 'Child Case/Related Case') as attached in the image should be disabled while editing the form through quick edit in CSM/FSM Configurable Workspace. The above mentioned 2 ...
Contact to sys user migration
Hi All, Request your expertise in below two point.1.our customer want to migrate contact user to sys user, to do so is it better to deactivate former and create the sys user separately OR convert contact to sys user. Any implication. 2.In addition , ...