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
Forum Posts
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...
How to use SN_CSM_EC.onLogin() and SN_CSM_EC.onLogout() in the Engagement Messenger
Hi.Please tell me how to use the SN_CSM_EC.onLogin() and SN_CSM_EC.onLogout() for SAML.
Auto close interactions records auto-close after the associated incident/request closed?
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?
Inbound Action
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...
Is it possible to store and use a contact list in ServiceNow, moved over from an Outlook list?
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?
Google Indexing of public portal articles
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...
Resolved! Update link of 'Attach to Case' Button
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...
Resolved! Inherit SLA from the contract attached to the top-level account in the hierarchy
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...
CSM Certification Related Important Notes
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...
How to use a 'Is Not' with a dynamic filter
Hi, I am looking for a way to filter the 'My Team's Work' table on the CSM Workspace landing page in such as way that tasks assigned to "me" are NOT displayed as they are already on "My work" list. There is a filter option 'IS (Dynamic)' that allows ...
