Hi, I have a requirement to re-order the Agent Workspace view for Cases with the requirement of variables not appearing on the bottom of the form: Even if the Variable editor is in a diffrent place altogether:
We have decided to use case types, but ServiceNow doc advise we should not have a mix of standard cases and cases with case types. Instead create a separate case type (with no attributes) if we want to use a basic Case. Does this also apply for Ser...
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?
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 ...
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...
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 ...
