has anyone implemented industry data model ?
Hi experts, I am looking for help if anyone has implemented industry data model on top of existing customer service management?
Forum Posts
Resolved! Issue with REST API
Hello, I'm currently working on integrating ServiceNow with an external system using REST APIs, and I've encountered an issue. I'm making a REST API call from ServiceNow to fetch data, but it's returning unexpected results. Here's a snippet of my cod...
Resolved! Not able to see advance tab after clicking Advance checkbox in business rule
After clicking advance check box, not able to see advance tab to write the scripts in business rules. I tried to save as well but after saving advance checkbox is getting reset to unchecked. Refer screenshot.Version : tokyo
Creating SLAs for different days of the week
Please can someone advise - we have the same SLA criteria, however the opening hours are different on the Sunday. What is the best way to handle this - have a schedule with 2 different Schedule entries as in Mon - Sat & then Sun. We have set them u...
How to control hours that live chat to agents is offered with Engagement Messenger
We are in the process of launch chat for customers via Engagement Messenger. we would like to control when the virtual agent offers connection to live agents for example M-F 8am to 5pm EST. 1) is it possible with a low code option? 2) if not where...
Resolved! Exporting 1 Million Records to Excel
Hey all, I am trying to export a massive, 1 Million records to an Excel file (Contacts) and am running into an issue with how to do it. When I filtered down my list, I clicked Export and chose the .xlsx file format. I am then given a warning mentioni...
In CSM/FSM Configurable Workspace contextual search sidebar, how to change default search ?
Hi,I want to change CSM/FSM Configurable Workspace response template search bar to be empty.What should I do?By the way, I referred to this knowledge, but it did not solve.https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1222717...
Resolved! How to disable virtual agent?
Virtual agent has hijacked all chat queue. We turned on the plug-in to play with it but we are not ready to implement it. Chats in our CSM chat queue automatically get answered by the virtual agent and the users have to select 'Contact Support' to ...
FAILURE: Unable to run field values validation, g_form is not defined while running ATF
Getting error as FAILURE: Unable to run field values validation, g_form is not defined. A valid form must be open before validating values while running ATF.Can someone help me how to do this? Thanks in advance.
ServiceNow CSM portal announcements
Hi team, We have multiple customers (like A, B, c, etc..). The maintenance change request has been opened for customer A, In the portal needs to display the message with change request details (such as change number, and description), and that mess...
How to check whether user is logged in first time to instance?
Hi all,for the users who logged in first time to the instance I need to show some message on portal. how we can achieve this. can anyone have idea?Thanks
how to use event name in email script
Hello,I have a requirement where we are triggering a notification sent to 'abc' and 'xyz. These two emails are currently added directly in the notification itself. However, the new requirement is to configure the email sender list differently. Specif...
Geography Matching Attributes - Territory Planning Console
Hello everyone. I'm working with the new Territory Planning Console in a Vancouver PDI, and it's slick. However, there is one feature that is not clear on how it should work or what should be expected - Geographies configured with Matching Attributes...
Industry models/Service Organizations
Hello!Have anyone yet implemented Industry model/Service Organizations in CSM? I am trying to implement it but having hard time. Can't really find the link between the Locations and much more. Any help is welcome.Thanks in advance!
Resolved! How to implement CSM with FSM ?
Can anyone explain how can we integrate CSM and FSM together so they can both work together ?
