Forum Posts
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 ...
Resolved! need to close RITM after all sc_tasks are completed
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?
How to add a new Language for Knowledge articles?
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...
Resolved! Embed (Visio Diagram) that is Converted to PDF in Knowledge Article
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...
Display incident data on report to external users on CSM portal
We have a requirement to show the incidents on the reports to external users on CSM portal. But external users do not have access to incident data. So it is showing as ACL issue.We gave snc_internal and external roles to the incident ACL record. But ...
Resolved! Redirect from Third party portal to ServiceNow
Hi All, we have external portal which will show list of customer cases in read only view (no editing allowed). If user click the case number, I want that user to be redirected to ServiceNow CSM workspace. Can you please let me know how to create this...
Resolved! How to show emails in activity stream of a request on Employee Center?
Hi, When emails are sent directly from an opened case, we have ensured that the sent emails can be seen directly in the activity stream of a case. However the emails can not be seen on the activity stream of the request on the Employee Center?How ca...
Resolved! Allow Group 'Manager' to manager their group membership
Hi, is it possible to allow the person listed in the 'Manager' field on the Groups form the ability to manage that teams membership to, i.e. add/remove users? Is the Manager field used in any process or role that I need to grant/configure or is it j...
Response template are not visible in CSM Workspace
Hello All, Am creating some response templates in Snow but those are not visible in CSM configurable workspace can someone help me on this. I've changed the screen condition of agent assist but still unable to load response templates. Getting this me...
