Operator as caller
We are using CSM and we have employees that do support but they can also be callers so they already have an operator account. Is there a way to make them visible in the caller field as well?
Forum Posts
Allowing customer to update Priority on csm_ticket page for pre-existing case ticket?
We have a requirement to update our csm_ticket page to allow the static Priority value to be updated by the customer, after the case has been submitted. Does anyone have any pointers on how to go about this?Thanks
Resolved! Field styles are not working on form but its working on list view
Hello, I have one field on form and I want to show it in red colour when the record is in-active.I have added styles in configure styles but its working only in list view not on form..can anyone suggest whats wrong here.. Table :xyz Field name : Name...
How do I update the Work notes field label in CSM workspace?
I'm interested in updating the label of the "Work notes (Private)" box in the Compose panel of the configurable workspace activity stream to "Work notes (Internal Listeners)", because some users are confused about who the audience is. I tried followi...
Is there an ATF test step where we can attach a file to a service catalog item?
Is there an ATF test step where we can attach a file to a service catalog item?
Auto assignment
we need to create UI action when engineer click the button what are the open cases assigned to his name , his name is removed from from all open cases.
Global search widget not showing on configurable workspace menu
Hi All, We have recently created a configurable workspace. We have a requirement for having a global search widget on the workspace menu. For that we already set the show global search check box as true which was present on the Experience setting on ...
Resolved! Set Due Date to a few days before catalog Variable Date
Hello, I am looking to add some logic to a Catalog item and am needing to set a Catalog Tasks due date to 5 days prior to a variable date.On the catalog item, users are populating a "Go Live Date", go_live_date, and after submission I would like a c...
Flow designer inbound email trigger role issue
Hi Folks, I have the following situation, we are trying to migrate scripted inbound actions into flow designer, the thing is that the flow performs crud operations on the case table and if the person sending the email does not have the correspoding r...
Changing the sys_class_name of Case Type breaks comments and work notes
We have a handful of case types we are testing with as a POC. We have a UI button set up so we can update the sys_class_name and switch between the Case types and almost everything seems to be working great. The issue we see are when you switch the c...
How to turn off self registration popups?
How do I turn off the popups that appear after a user self registers on the CSM portal? I.e. I only want the 'Your request is submitted and is pending review' popup, but not all the others.
Auto assignment case
When engineer logoff the day next cases will be assigned to next shift engineer.
How to do using Advanced work assignment to assign a task shift wise
How to do using Advanced work assignment to assign a task shift wise
Auto assignment
I should be able to move the active/WIP cases to a common/WIP queue once the engineer logs off for the day so that the WIP cases are picked up by another engineer who has joined the next shift
Resolved! How to export a choice list field's values?
I am in need of providing the list of choices for a choice list field, in Excel for subsequent import to a different system. The 'export' option is not available from a column header when I view the field's choices. Is there a way to export the val...
