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
Forum Posts
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...
「csm」question of function
helloi want to make a function in service portal's page.for example,at the right of the picture user can search keyword or date in a blank.i want to know that if the function that users can search in history of comment by using date or keyword can be...
Why user can add comment on Closed HR cases?
Hello,I would like to have your help. In my understanding, OOTB closed HR case can be commented as below.Do you know why comment is allowed to closed ticket?About Incident ticket, it is not allowed to comment on the closed ticket by ACL. It seems to ...
Customer activity not showing when interaction created and assigned to specific account
Hi Team,Good Day! I am working on a CSM project, the recent time I got to know that when a case is created and assigned to any account in the CSM workspace it will show under the customer activity tab, same process I followed and creates one new inte...
Problem with Icon Link widget in the portal to create a RITM
Hello, I use the Icon Link widget to open a new RITM request. The form does work properly and opens a new request, the problem is that after sending it does not take me to the page of the request itself. This takes me to the CASE ticket, this is the ...
Sectigo - create domain API integration via servicenow
Hi Team, How can we implement the sectigo - create domain Api via servicenow integration?These are the below details got from sectigo documentation. Anyone please helps me to understand how to implement this integration. Thanks!
I want the content of my email reply to be displayed in an additional comment
Hi guys. When I reply to an automated email when I start a case, I want the content to be displayed in an additional comment.Is there any way? Thank you.
Resolved! I want to export with VBA
Hi guys. I want to use Excel VBA to export a case table Is there a way to do this using API integration? Thank you.
Disable the login option for CSM
I want to have a login button and link to another SSO vs the internal portal which users use AD. I want to use identity server only for CSM portal. I can add the identity server login to the header menu. I don't know how to remove the login option...
Resolved! How to set execution order for notifications
I have two notifications one should be trigger first and after some time second notification should be trigger.Here both the notification are on same table and same conditions..How can we achieve this.
Resolved! Getting error message while trying a dictionary override for refqual on incident table
I´m trying to do a dictionary override to change the refqual for assignment_group on the incident table to typeLIKE1cb8ab9bff500200158bffffffffff62^active=true^EQ but when I submit the change I get the error message java.sql.BatchUpdateException: (co...
How to add url of kb article in approval form in service portal?
Existing approval form consist of KB ID and Short Description only, which does support KB owner to make decision to approve or reject. to Improve efficiency, the link(URL) of KB article request for approval should be include in approval form so that ...
How to add a dynamic filter on agent assist to display knowledge articles from specific categories
Hi, We have Agent Assist set up on our CSM/FSM Workspace, set up to display suggested knowledge articles based on the short description. However we want to restrict the articles that are shown based on the category of the knowledge article.for e.g. i...
