portal
portal
Forum Posts
Resolved! UI Action in Parent table not working for one of the child table
I have an UI action in Case [parent] table which is being inherited to the child tables called Open Case.Under case, we have two child tables. The second table was created easily.Thing is, the Open Case Action is working fine for the first child tabl...
Resolved! Cannot change CASE state from New to Open
I have a requisite when a Case is initiated as Request to change the state automatically to Open. The problem is, I cannot update the state (even through Business Rule) until I set an 'Assigned to' user. I'm trying to search for this rule to deactiva...
Special handling Notes for Reference Field on case
Experts, I am trying to show special handling notes created for a 'Parent Account' on a child account case . I am automating the creation of special handling notes for parent accounts and I wanted to show these notes on all cases created on child acc...
Hide Action On Selected rows
Hi, How can I hide or remove or translate elements on this Action On Selected rows from a specific table as shown below? Regards,
Part of the pre-engagement collateral? Scoping Guide or, Customer Service Role Template
Hello Team,For this question I am confused between b and c. Please help be with some reference. Thanks in advance.What one should be part of the pre-engagement collateral?Frequently Asked Questions (FAQ)Scoping GuideCustomer Service roles templateSto...
Resolved! Single case type selector not showing case type
HI, I'm configuring the case type selector on interaction. I've set the properties to select the single case type selector when creating a case from an interaction, but it is not showing any case type to select: I configured a record in manage case t...
Triggering a Power Automate using a Business Rule
Hi, please can someone help. I am trying to trigger a power automate using a business rule when a catalog item is submitted but I can't pass through the catalog variable from the form as part of the REST body. The body is blank as per the screenshot....
Resolved! Inbound Email Attachment
How to Attach a file in Incident with Inbound Email Action. Requirement below. Requirements: If the an incident comes in with Contact Type = Email AND does not meet the criteria for any assignment lookup rules, the incident shall be assigned to US-IT...
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
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...