Hello,We're having an issue where most case managers/partners cannot view cases from related accounts.I have User1 with only the permissions that come with being sn_customerservice.customer_case_manager. They are not only able to view their own cases...
Good MorningWe are a MSP company and have a special request from one of our clients.We use the Customer service portal so our clients can view their open and active cases, but they are limited to only having the ability to 'close case' from their lis...
Hello,I am applying for a job and one of the accountabilities is:Customize and configure CSM processes, workflows, forms, and widgets to align with the organization's customer service requirements. My experience has been working with a portal (the ne...
We do this in the platform view using InnerHTML, any idea how I can add Red Text to the top and bottom of the incident form in Service Operations Workspace? All we need is text that says "FOUO" on the top and bottom.
Hi SNC We want to be able to create a real time dashboard which shows what state an Agent is in, in real time in relation to Chat In reality we would want it is as list view that would have Name, State Time in State. HOwever if anyone has done anyt...
I want to create one custom Widget that show Incident count based selected filed.I have tried below. But not getting any output. Client Script :api.controller=function() { var c = this; var assignmentGroupQuery = 'sysparm_clear_stack=true';alert('...
client timezone must be seen on the notification wrote the email script but still not able to print the timezone for client it is showing ist only. I have took details from case table and fetching the contact. so that can print their timezone using e...
in Widget, I created 2 fields one is-Record producer name-choice field and one is Description field of Record ProducerIf I select Record Producer name then Description field must be populate automatically.How to make the description field populate b...
when i sent email to servicenow based on that email one case will be created in servicenow . In the mail i give short description and con figuration Item . that information is set in short description and configuration Item in case Form. How to write...
Is there any out of box mobile support for users of CSM in ServiceNow, so that a user will able to raise new tickets via phone. How can I achieve that?
We have the following requirement and appreciate any help.- In CSM Workspace (through Platform Analytics Workspace) we created Dashboard with the top right side 4 reports. See picture attached.- These 4 reports are based on SLA business elapsed perce...
Has anyone out there been able to pull emails into the case narrative when emails get sent in by a customer/users into the activity window. We are trying to get them into a case task view within the CSM portal. We can click on the task number and s...
Hi,I have a reference variable refvar1 in a catalog item.The referenced table is u_table1.u_table1 has a field called u_user, which is a reference field to sys_user. I am trying to filter values in refvar1 so it only shows records in u_table1 where u...
I have a requirement in widget i created 2 fields -Parent and Child field ,both are choice field, If I select parent then child field show only the name which belongs to ParentHow to make dependency between two fields Below screenshot, In widget If ...
