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...
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
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...
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...
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?
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...
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...
Hi.Please tell me how to use the SN_CSM_EC.onLogin() and SN_CSM_EC.onLogout() for SAML.
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?
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...
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?
Hi All, I am facing issue in Google indexing the Public portal URL of knowledge articles. We have a requirement to make our public portal knowledge articles accessible from google but i am not able to achieve it even we have added robots.txt file an...
Hi,Has anyone been able to change the link that gets populated in the comments after clicking the 'Attach to Case' button on the KB pop-up? 1. Open the 'related search'2. find a KB and press either on 'Attach' button OR if you click into the KBA, you...
Hi, We have the following use case:There are quite a few accounts in the hierarchy, three levels deep (international corporation).The contract that governs SLAs is signed with the global corporation i.e. with the top-level account.Cases can be raised...
Hi All, I just completed my ServiceNow Implementation Specialist Certification in CSM, and just like others, I found it really tough to find study materials for this exam both in Community and DOCS.So, I got some documents for preparation of the exam...
