CSM scenario
Hi,Can anyone provide me practical examples on CSM Thank You.
Forum Posts
Resolved! General Help with surveys and users
Hello All, A simple question that I'm stuck on and couldn't find an answer to.I created a Survey that is sent to Contacts in the ServiceNow system (they get a mail with a link to the survey)when they open the survey a Survey instance is created.is th...
Knowledge Base article body font changes
Hello everyone,How do we configure the heading style options in the body of a knowledge base article? For Example 1: If I select the heading style 'Heading 1,' I want the font to be automatically set to "Times New Roman" and the font size to be set t...
CSM Entitlements - Remaining Units deduct based on hours entry on Time Worked (task_time_worked)
Hi All, We have a requirement to deduct the hours worked on a case which is entered on a case but linked to the task_time_worked tabled to be deducted from the entitlements, every time and agents enters a time on a case. We know where is a standard B...
Resolved! KCS Process Adherence Review
We are improving the frequency and quality of using KM in support analyst's workflow. Also, want to incorporate it into Coaching program. Do ServiceNow have KCS PAR plug in? If yes, has anybody used it and would like to share the experience?
Need to create a button in Playbook activity which can perform same operation as "Request Info" Button in customer service
Hi all In playbook activity I want to create a new button with same functionality as "Request Info" Button in customer service. I have a comments section in activity and a Request Info button If I Fill the comments & click on the Request info button ...
UI Builder Protection policy read only.
Hi all, I have a question about UI builder. We want to create a landing page for managers to see their agents workload as a homepage. I cloned the "CSM Landing Page (enabled for UI Builder)". However, I am getting this error message in the UI builder...
How to restrict access / grant CSM Configurable Workspace access to specific users
How do you restrict access / grant CSM Configurable Workspace access for a specific set of users?
Resolved! "Customer" checkbox on company table - owning or customer company?
I am coming from ITSM background, where I always thought "customer" flag on cmn_company indicate owning/operating/sister companies.Now that I am learning CSM, I realize same flag is used to represent external customer company. What am I missing? how ...
Trying to Integrate Servicenow with Sharepoint with Sharepoint Spoke
Hi, I have successfully set up the connection for Microsoft Sharepoint Online, by installing the Sharepoint online Plugin. After Completing this, I am trying to create a new Site from Servicenow by using OOB Action "Create Site". But Everytime I am g...
Record Producer Variables on Catalog Task using flow designer
Hi, Can you help me how to show the Variables (Form Fields) of a Record Producer Ticket on your Catalog Tasks? I'm using Flow Designer. Thanks
Resolved! How to change default assignment group for Cases
Hi all, I have searched high and low and cannot find what I am looking for. Posting here to see if anyone can assist. We have two teams utilizing CSM, we have data partitions in place so they cannot see each other's tickets, groups, services, etc. ...
Add breakdown to PA widget with type = Time Series
Hi, Is it possible to add a breakdown to a Performance Analytics widget with Type = Time Series? I am trying to create a report that shows three line graphs pertaining to the average, minimum and maximum resolution time of records per day. I already ...
Certification attachment
Hello, Can anyone guide me how can I attach my certification in partner portal Thankyou!
User profile - date time format
Hi all I'm trying to play with user profile datetime format, but I'm wondering why is there only few formats in the profile's window, as shown in attached picture... Could anyone help me ? Where could I configure anything for having more date time f...