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incident Update a message client notification

Hello! How do I do the following notification: updating a new message from the client that is sent to assigned to when a comment from the client was added to the incident list Now I have a condition that is extremely important and it is: all notifica...

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ServiceNow Integration with Oracle

Hi,   Can anybody suggest what is the best way of ServiceNow and Oracle Integration. Can It be done directly or through any third party tool.   Regards

Vikal by Mega Contributor
  • 4760 Views
  • 2 replies
  • 0 helpfuls

Request in case

Every time I request an item via CASE, it is not linked to RITM. How can I solve? Here is te print: The request below is how it should appear. The one above is how it appears. 

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Salomao_ by Tera Contributor
  • 346 Views
  • 2 replies
  • 0 helpfuls

CSM Query rules

I have a requirement to make customer service case type cases visible in the List view to agents based on conditions (assignment group wise, priority, etc..). I tried creating Query rules for my case type table, but the rules are not working.Can anyo...

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Nick9424 by Tera Contributor
  • 1679 Views
  • 3 replies
  • 0 helpfuls

Reference qualifier for list collector

HiI have 2 fields of list collector type. Where 2nd list show records based on 1st list. Like if list1 contains ABC in account name list2 will show records where company contains ABC. If list1 contains XYZ then list2 XYZ.. If both then both like that...

Rosy14 by Tera Guru
  • 485 Views
  • 3 replies
  • 0 helpfuls

Record Producer is not showing for non admin users in CSM portal

Hi everyone,I have created a record producer and added it to the Customer Service Catalog and Support Category. It is working fine when I log in as an admin. But when I log in as non-admin I'm not able to find the category in the CSM portal. Kindly s...

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Siva Ganesh by Tera Contributor
  • 1032 Views
  • 7 replies
  • 0 helpfuls

Bell Icon to be shown in CWS when a case SLA is at 70%

The requirement is when a case has an SLA attached and the SLA is at 70%, in CWS a bell icon should be shown to the user with case detials, priority and short description. I tried by :1. Creating a new notification under Provider notification.2. Crea...

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Knowledge article not showing in service portal

Hello All,The knowledge base search on our instance doesn't return any results. I search for keywords that I know are present in the articles and return, "Your search has no matches; nothing comes up."

Dhamender by Tera Contributor
  • 1508 Views
  • 2 replies
  • 1 helpfuls

Help with this question

I'm having extreme difficulty with a question. I impersonated a user. I opened a Case and requested a REQ within the CASE. The REQ was tied to the Case, but the RITM was not tied to the REQ. How can I resolve this? I'm really lost in this situation a...

Salomao_ by Tera Contributor
  • 429 Views
  • 5 replies
  • 0 helpfuls