In our current setup, the ServiceNow instance operates in the IST (Indian Standard Time) zone. A business rule was implemented to monitor incident creation for a specific domain. The rule triggers a notification when 25 incidents are created in a sin...
Hello community members! We have a checklist component in our SOW workspace and we would like to add the options of : Editing an existing checklist (adding new checklist items) or creating a new checklist within the record in workspace just like n...
Hi All, I have an agent role where the requirement is to restrict this role to stop navigating to Customer Service Portal through URL. In the app navigator the module is not available. The ask is this agent can only access workspace but not portal. I...
Hi, Im trying to add attachments to a virtual agent chat (Agent Chat/Live Agent) but is timing out due to Virus, how can I avoid this anti-virus checking or workaround it?
Hi team, I have a question. I want to collaborate on a task, but I also want to provide exceptional service to the user, which includes giving them a single point of contact. I do not want the user to be aware of the behind-the-scenes details. Is the...
Hello Alli am trying to create new custom interactive fields, one to be able to filter by date and one by service.We are using the CSM module with a parent generic sn_customerservice_case table, and multiple child tables (finance case, HR case create...
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...
On Cases we are using SLAs. At max there will be 2 SLA in active state. One is of target Response and other one will have target Resolution. I have a report which has been made on Case table. I want to show a column in that report named as Breach tim...
Hi everyone, Has anyone here implemented the Engagement Messenger (the embedded Virtual Agent / Agent Chat interface) on an external website? I’m trying to understand the best way to pass metadata from the external site into the chat session — for e...
I am using a transform map to update data on cmn_location field. All field values are updating except product and comments. I have put logs in the script and everything seems to be fine. While I went to the history of record I can see the field value...
Hi All,I am working on CSM. Need to know the use cases when to use Contracts vs Service Contracts.Please explain.Thanks in advance!
Hello CSM Experts,I am facing a persistent issue where my logged-in Consumer users cannot see or search for specific Record Producers/Catalog Items on the Customer Service Portal (CSP), even after meticulously checking permissions.The Consumer users ...
Hi everyone, I've added a list navigation in the UI Builder.I've been looking for a way to expand the list menu by default for a long time. Unfortunately, I haven't found a solution. Is this possible, and can anyone help me? As an example, the list m...
I have a requirement where user need to have only "READ" access to CSM/FSM workspace. They should be able to see all the records but should not be able to edit them.
Hello,When sending an email via Workspace, we’re unable to attach a file with the .xls extension, even though the system property glide.attachment.extensions is left blank (which should allow all file types).Has anyone encountered this issue or knows...
