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.
Forum Posts
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 ...
Resolved! CTI in ITSM without enabling CSM
Hi All, Can we implement computer telephony integration without enabling CSM(customer service management) module in instance. Is there any possibility to use CTI for incident management in ITSM module? Please help on the above question with some sugg...
CSM - Looking for a filter in Consumer>Cases tab
Can someone please help me locate where this filter generates? I went to List, then Consumer. In the consumer's record I click on the Cases tab. Once on that page, there is a filter that is auto generated. I am trying to locate where this filter is c...
Resolved! Agent Chat presence status auto change
For Agent chat I have created a new presence status "In Conversation", this has come through to the CSM/FSM workspace and users can select this, we wanted this to auto update so I have created a flow that updates the agents presence status when the C...
Resolved! Pull extra location data on UI action from interaction record to CSM case
Hey Wondered if anyone can help we have interactions set up for Agent Chat, where a customer (contact) is attached to a location and Account, we want to be able to create a case from the interaction record and pull extra location data onto the case ...
Engagement Messanger call in django page
Hi,I am trying engagement messanger on my PDI and calling it in my django page. It is not displaying anything. Any reason please.
