Virtual agent configuration setup
Hi Team, Please provide me virtual agent chat setup steps.ITSM Module and version Yokohama.
Forum Posts
Resolved! Tables extended from the Account table cannot be set as Contact Accounts
I created a table that extends from the Accounts table.I was unable to register the data from the extended table as an account in Contacts. What do you think could be the cause? Thank you in advance.
Adding Interactive filters to reports in Portal
Hi All,I’ve been exploring the use of UI Builder to create interactive filters for reports from a portal perspective. Specifically, I came across the option to use Client State Parameters to link filters to reports. While I understand the concept at ...
Activity stream in CSM Worskpace not working correctly.
Hello, I have a problem with Activity stream and the field changes that should be shown there. We have a custom table for specific cases - audit enabled. However the agent user can see the activity stream on the case in backed including the field ch...
Resolved! Checklist Text Wrap
Hi,Does anyone else have an issue with checklist items not wrapping and cutting off? I know this is OOB, but is there a workaround to get the entire checklist item to show and not cut-off? Thank you!Best,Saul
Security around survey results
We have several surveys going around our company for different things , (change requests, new hires, incidents) what is the best way to lock down the survey to only have certain people view the results. Do i need to remove survey_reader role from ev...
Resolved! case is not updating when external user sends an email to servicenow
Hi, Hi Everyone,We have a requirement where an external user (not present in the ServiceNow user table) sends an email to ServiceNow, and a case record is created successfully.However, when the same external user replies to that email with updated in...
Lookup Select Box Values Not Transferring to Backend Table in Record Producer
Hello Community,We have a table named "x_g_jeg_cde_cde_request" which is in a custom scope. There is a Record Producer that contains two variables — "state_province" and "project_location_country" — both configured as Lookup Select Boxes on the form....
Add Interactive filters for reports in Portal
Hi ,I want to add interactive filters to the reports in the portal. We already have reports available, but now we’d like to enhance them with interactive filtering options. Is there any existing widget available for this, or would it require customiz...
Resolved! Issues with CSM self registration
I'm having persistent issues with customers trying to register for a customer account on our CSM portal. It works fine from the Admin ITSM side to create new accounts and registrations go through for approval to the customer admin however when trying...
Unexpected Redirection to Zoom Contact Center Login UI Page
We've noticed an issue where certain users are being redirected to the Zoom Contact Center login page ('Callbar' UI Page) instead of returning to the previous ServiceNow page when they hit the "Back" or "Submit" button. This behavior started occurrin...
Checking for Hard-Coded TLS Certificate References – KB2481958
Hi everyone,As per KB2481958 regarding the upcoming TLS certificate changes, I’m looking to confirm whether any existing scripts or configurations within our instance might contain hard-coded references to the affected certificates.Has anyone found a...
How to make a List component in UI builder follow the filters
Hello, I have 1 List component and filters for a dashboard in UI builder. May I know is there a way that the list will follow the filters as it does not have the OOTB Follow filters checkbox. Thanks!
ServiceNow Collaboration
For our use case, we are going to have one team that works with senior leader cases and tickets. This team will have expertise in supporting senior leaders, but there may be times when they need support outside of their team. Instead of emailing a co...
How to translate incoming BMC Remedy values to ServiceNow values during import (template integration
Hi all,We have an interface between our ServiceNow instance and Porsche’s BMC Remedy system, and I need some help understanding the best way to handle value translation between the two systems.Here’s our scenario:In ServiceNow, we already have standa...
