We currently use the Change functionality and have one approval group attached to a CI, but we have had a requirement to add multiple approval groups to a CI. Then on the change we would need someone from each of the approval groups to approve. Is t...
Hi All, I am working on CSM Workspace. On the workspace homepage there is one Widget which is showing the data from a report. The report is a counter type of report showing the total count of task. When we click on the count of that widget it opens t...
Hi allI want to populate the request field as shown below, similar to inc, chg and prb. However, this seems to be a little difficult as I have tried numerous ways to achieve this without success. I thought it would only require requestGr = caseGr.u_r...
Hi.Have noticed that the 'Update Request Item' Inbound Email Action only appears to work if the user replying has the 'ITIL' role. Most of our Contacts only 'sn_customerservice.customer' obviously. How is this meant to work for these users? Thanks!
Hi All, Greetings, I have a requirement where I need to create an UI action on workspace on case form. When user open a case, click it then it should redirect the user to a catalog item form and pass that particular case number on catalog form filed ...
Hi, I'm trying to find an easy way to display the link between a Case and a Request created from that CaseOn the list view from 'Cases' > 'All', you can display 'Incidents' (highlighted in the screenshot), but there appears to be no way of adding 'Re...
Hi All I'm after some advice - I've been asked to set up Request Management in CSM, but have never used this module before. I have activated the Request Management Integration plugin and have successfully created a number of catalog items. However, ...
Hi Community, I have an excel file that is accessible over URL and I have to create a Catalog Item. When link provided in the Description of Catalog Item is clicked, the file should be downloaded in new window without being opened in the browser.Kind...
I want to create a new UI action on the m2m Relationship table created for a custom table extending the case table, I want to copy all fields to the Case record when i create a new case from the custom record. Can someone help me adding the UI action...
I have been tasked to update all cases a specific user touched to use a different resolution code. The problem is this user never worked in the sn_customerservice_case table they only worked in the sn_customerservice_task table. I have been able to p...
I have a requirement in my project to Create a Cat Item in which I have to create date field which having the dates available only I have to make them visible to end user to select the slot.And the dates which are available will be based on some cond...
Hey,How I can check short description of new incident for a word and execute rule based on it?
I have configured a playbook having a instruction step and then run the next step only if the user skip the first instruction step. And run another step only when the first instruction step is completed. But it doesn't work, every time all the steps ...
Hey Experts!!Thanks for viewing this !! Note that the duration is properly calculated and put in for individuals whenever the case(Custom table ) is closed/ resolved by individuals …however if the case is closed/resolved by system/ integration then t...
I want to display a field in email notification.But it is showing the field without any value even though the field is not empty. How to get the value of field and dispaly the field along with its value in email notification? Thanks in advance!