Please can someone advise - we have the same SLA criteria, however the opening hours are different on the Sunday. What is the best way to handle this - have a schedule with 2 different Schedule entries as in Mon - Sat & then Sun. We have set them u...
Hello,I need a weekly report for open change tasks with expired Planned End Dates. It should cover tasks from the past week.Let's say, there is a change request and it has 3 change task with date 10/1/2023. I wanted to pull out all the open change ta...
We are in the process of launch chat for customers via Engagement Messenger. we would like to control when the virtual agent offers connection to live agents for example M-F 8am to 5pm EST. 1) is it possible with a low code option? 2) if not where...
Hi,Following the introduction of CSM and following best practices, I have created a Case Type (Service Case) which is a scoped application and that extends the 'Case' table running on Utah Patch 4 Hot Fix 2b.I am in the process of configuring the fie...
Hi, we are trying to fetch data from Service Now via the SCIM API.So, assigning the scim_admin permission does lead to incomplete results because not all records from sys_user tables are returned (though they are indexed). In our case, records of typ...
Dear all, I'm looking for the following: I need to add an extra security layer to the customer registration process in CSM, asking the user for a OTP / SMS, apart from the existing Customer ID. after submitting in csm_registration_custid pageCould an...
Hi Community, I have a doubt, Why the "Edit" button is not available in "customer_account" table in a related list from "rm_product" table? Related list Account top banner does not have the Edit UI Action button. Thanks!
Hey all, I am trying to export a massive, 1 Million records to an Excel file (Contacts) and am running into an issue with how to do it. When I filtered down my list, I clicked Export and chose the .xlsx file format. I am then given a warning mentioni...
Hi SNC I want to move the ribbon data from the Top to the Side in CSM/FSM configurable workspace. I know that I need to go into the Experience > CSM/FSM Configurable Workspace and have looked in the UX Page properties for the Ribbon & Record informa...
we need to update location automatically based on short description.ex: [S0009R01] we will get the short description like this, and we have same location 0009 is it possible to change automatically.
Why CI notification is triggering every time we update the incident record ?? Every time I can see email notifications when any record is updated ??
Hi All, I have a requirement where I need to provide a "prompt" when the user closes the order task through UI Button on the form, below are the requirements details. 1. If there are multiple Order Tasks with same "short description" associated with ...
Hi Team, There is a requirement to create 3 free text fields with no character limitations. Can you tell how to achieve this? BR,Ankur
Hi,I want to change CSM/FSM Configurable Workspace response template search bar to be empty.What should I do?By the way, I referred to this knowledge, but it did not solve.https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1222717...
Hello all! I am looking to use Time recording for Customer Service Management on San Diego with a new implementation of CSM (so I have a lot of flexibility in configuration). A priority requirement is to have task time defaults that are tied to categ...
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