Resolved! Remove Knowledge base option from search in csm portal
Please can anyone help on how I can remove knowledge base option from search when test is typed in search on csm portal?
Forum Posts
ServiceNow CSM portal announcements
Hi team, We have multiple customers (like A, B, c, etc..). The maintenance change request has been opened for customer A, In the portal needs to display the message with change request details (such as change number, and description), and that mess...
How to check whether user is logged in first time to instance?
Hi all,for the users who logged in first time to the instance I need to show some message on portal. how we can achieve this. can anyone have idea?Thanks
how to use event name in email script
Hello,I have a requirement where we are triggering a notification sent to 'abc' and 'xyz. These two emails are currently added directly in the notification itself. However, the new requirement is to configure the email sender list differently. Specif...
Is it possible to add multiple checklist to a record at a time?
Hi, I have a requirement to add multiple checklist to a Record at a different states of an Incident. Currently, to add a new checklist to an Incident at In Progress state, I need to delete the Checklist I had added during the New state of the Incide...
How to allow customer_contact user to see csm_consumer records belonging to their account?
A customer has a requirement to essentially have a register of external users, similar to Outlook Contacts. Meaning users who can't log on and don't need to log on. But they should belong to an Account/Company.So their idea was to use the csm_consume...
Geography Matching Attributes - Territory Planning Console
Hello everyone. I'm working with the new Territory Planning Console in a Vancouver PDI, and it's slick. However, there is one feature that is not clear on how it should work or what should be expected - Geographies configured with Matching Attributes...
Industry models/Service Organizations
Hello!Have anyone yet implemented Industry model/Service Organizations in CSM? I am trying to implement it but having hard time. Can't really find the link between the Locations and much more. Any help is welcome.Thanks in advance!
Resolved! How to implement CSM with FSM ?
Can anyone explain how can we integrate CSM and FSM together so they can both work together ?
How to build a report from CSM case metrics
I am trying to create a metric definition in CSM for cases that have ever been assigned to a specific assignment group. I copied this from a Incident Touched by Assignment Group script I found and set it up within the Customer Service application and...
CSM Domain Separation
Is domain separation in CSM meant to separate data on an account-by-account basis?It doesn't seem to make much sense though.Isn't it possible to use it to separate the service provider departments into domains?
Resolved! I want to improve my search results
Hi guys. When searching in CSM, similar words are searched.Is there a way to associate certain words so that when one word is searched, the other word does not appear in the search results? Thank you.
Quick messages/email templates
Currently there is a support team with approximately 100 canned responses they share from a Google doc and copy and paste to SN cases all day long. I know how to add them to SN as templates and know they can type in the search of the list to drill d...
Agent Workspace - How to open a UI action in a sub tab instead of new window
Hi, I have an issue as when I click on a particular UI action in Agent workspace, its triggering to new window. My requirement is to when its clicked, it should open in new sub tab. In UI Action, Under Workspace client Script, I tried the below code...
Resolved! Document Viewer in CSM/FSM Workspace
Hey all, I am having troubling in enabling document viewer for service agents to use in the CSM/FSM workspace on opened record. They are unable to view it. I have installed the Document Viewer.I have tried adding the use document viewer attribute to ...
