How to exclude child cases from a report?
I have a report that lists all cases by case type. We need the report to only show parent cases and not the child cases associated. How can we achieve this?
Forum Posts
Resolved! How to pass attachments from one task to another
Hi Team, I have a requirement wherein we have Order task and Project task. There are scenarios wherein one Project task can have multiple Order Task.So the requirement is If we have any attachment in Project Task, it should also copy the same to all ...
View a publication on the Customer Service Portal
Hi,We make use of publications within the targeted communications app. Once published they appear for our internal users via Targeted Communications | Publications, and to our external users via the our service portal. The route is as described in th...
Resolved! How to configure lists in CSM agent workspace?
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...
Resolved! How do you map a record producers Name, Requester and Category to specific Case fields?
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...
Resolved! What is ROSTER in On-Call Scheduling
Hi Community, I want to understed what does ROSTER means in On-Call Scheduling? Thanks!
SLA Actual time left and Breach time issue
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 ...
Resolved! How to toggle off the Primary Email on Notification Preference
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...
Relate attachments from a parent record to a child
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...
Resolved! Removing or hiding "role added to user" message from consumer portal.
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 ...
Order Guides alternative in CSM
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. ...
Notification "Record Inserted or Updated" is not triggered
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 ...
current.update in Async business rule
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 ...
Resolved! Catalog Client Script not working when the user only has access to the portal
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 ...