Hi, I'm configuring CSM agent workspace with UI builder. For example I have added component which has list from all open cases. When I click case number link, nothing happens. I assume it should lead to this specific case (open this specific case). S...
Hi, I'm trying to create a report that shows categories on the case table on the x-axis and the average days it takes to solve the cases in each type on y-axis as a bar chart. This is a custom table inheriting from the customer service case table. Cr...
Hi all, Kindly share your thoughts, Inputs , ideas, and some solutions Can we implement Procurement Service Management in CSM, Is it Possible ? If Possible : Please advise the possible ways , 1.How can we implement in CSM, 2.what are the relationshi...
Hello All, I'm trying to setup a report in our servicenow system for AWA time out cases. Screenshot attached. What i want to do is to see the time out for only P1 incidents. How can i achieve that. I'm unable to find a filter to select the priority....
I want to display the request associated with the case on the CSM portal.I can display the request from the case form of the CSM portal by using the related record widget, but I want to change the displayed item, so please tell me how. I was able to ...
Hi!I add a new button in Workspace called "Add article". I have to translate it into Polish. Tried to do this via Translated Name / Field and Translated Text. The second option translates the button name, but only in the table. In Workspace view, the...
Hi All,When we are in a Case record in Agent Workspace, we have requirement to restrict knowledge articles from certain knowledge bases. Say we have one Knowledge Base for external user so whenever an external user search for an article in related se...
I need to mark all emails in my test instance to send-ignored. Is there a way I can do it via bulk update? I have about 58000 emails as such.
All of the example tasks it mentions for UR are internal facing requests, HR, etc. Can Universal Request be used by external customers as part of Customer Management?
Please review the following image. Here how can I add the new tab? Please suggest. Thanks!
Hello, Users are unable to see data into task_time_worked table. I checked ACL and as per the ACL wm_basic as well as sn_customerservice_agent role assigned stil users are unable to see the data. There is one user who can see the data in this table a...
Hello, I wanted to check when a Case Task is spawned from a Case is it necessary to assign the case task to a group or user with the role Case task agent [sn_customerservice.case_task_agent]? This particular role provides access to case tasks and rel...
Does anyone know how to add a new list to Configurable workspace? I want to add a list under work order task and tried it from the menu in the upper right corner, Configure Page > List Setting. And I was able to add a List, My Important list, but it ...
Hi Team, Below is our requirement. Can you tell how to achieve this? Can you tell how to create onCall for Case Management application? "As a Support Agent, I will need to schedule or assign a case to the "On-Call" for certain groups/teams. As a Supp...
We have created skills in CSM and have corresponding skill determination rules for it.If a skill is considered mandatory and added to an agent user, does that stop cases except that to not route to the user even if they are available.EG: User A has s...