Hi, I'm configuring CSM agent workspace for customer. My admin user has following lists available on CSM agent workspace:- Cases- Major Issue Management- Knowledge- SLAs- Incidents This is OK.However, customer service agent user only has following li...
Hi, I am working on a CSM Project and would like to map the below from when a record producer is used, directly into the fields of a case. Mapping required:1. Name (Record producer) -> Short Description (Case)If a certain record producer is used it a...
Hi Community, I want to understed what does ROSTER means in On-Call Scheduling? Thanks!
We have an SLA definition that has a duration of 6 days and 6 hours (150 hours) with a schedule of 8am - 6pm weekdays. A case was opened on the 13/04/2023 which gave a breach date of 05/05/2023. This is correct and we are happy with this calculation ...
Hello All, We have a requirement for the Notification Preference appearing on the CSM Portal. Once the "XYZ" Notification is received on the Portal for the particular user, then the "Primary Email" toggle button for the "XYZ" Notification should auto...
Hello all, I'm trying to figure out how can we relate the attachments from a parent case to a child task. When one of our users submit a case he can add attachments, what I know is the attachments are located in sys_attachment table, this table has a...
We're deploying our customer service portal and we have noticed that when a consumer registers with the site the roles being added to the consumer are displayed on the portal just like they are internally when a role is applied to a user. It appears ...
Hi, in ITSM Service Catalogue, we have order guide functionality and the use of variables. Based on a users response to variable(s) one or many catalogue items requested (RITMs) under one single request. However, CSM does not support order guide. ...
Hi I have created a notification to send an email when a record is inserted/updated on a table. It works correctly in pre-prod instances but not in production. The change is deployed to production using an update set. Please explain why it does not ...
i have total 40 async business rule. Those all business rules are in production. in those business rules we used the current.update() .Now the servicenow not alowing the current.update.i want to replace the current.update and working thpose business ...
Hi all, I've been asked to update a catalog item so that when it loads on the portal, it checks if the user is part of a group and if he is, a pop up message should appear and then redirect the user to the portal homepage. If the user is not part of ...
For one RITM, we built two sc_tasks. When I try to close one sc_task, RITM closes but another sc_task remains open. Can somebody assist me in closing all sc_tasks before RITM closes?
We added language plugins for two languages (Japanese and Chinese). Those plugins installed translations for all labels in the sytem, and also added language mechanism for those articles to knowledge articles. We need to add additional languages (eg...
I'm trying to add a PDF of a Visio diagram into a Knowledge Base Article to where you can zoom in and out on the detail. I was able to add it, but when saving the Knowledge article to preview, The preview is blank, and part of the code is missing. Ha...
