Hi, I'm trying to add roles sn_incident_read and sn_incident_write to CSM user, so user could raise incident from case as this documentation says. According to this documentation, I should install ITSM roles -plugin to instance, so I could add these ...
So I know this notification is triggered by the event sn_actsub.notify_about_article_commented which seems to be triggered by the script "Activity Fanout Manager for KM" but thats where I get a little lost. Theres another event in that script, sn_act...
When a case is 'assigned to' someone, send a new notification to all members of the assignment group that the case has been assigned. The notification should inform the users that the notification has been assigned to a specific person.
i have a requirement to copy the field (category) from case to incident . i have written a BR for that (function executeRule(current, previous /*null when async*/ ) { var caseCP = new GlideRecord("incident"); caseCP.addQuery("sys_id", current...
we have search component in page1 and list component in page 2. based on search input, list should be sorted. how to communicate
The assigned group working on the cases must have access to work notes and additional comments on the case.
Please,Tell me.I want to check the last update date and time of additional comments (visible to customers) registered by Internal users for cases in a report.Thank you.ケースについて、Internalユーザが登録した追加コメント（顧客に表示）の最終更新日時をレポートで確認したい
Advanced Work Assignment - How can you force skills to be primary for assigning, but then user overflow members without the skills if the skilled are unavailable? WHen setting the skill for each task as mandatory, the assignment works fine, but addi...
Hi. Becky postet this question in HR Forum: "In HR Agent Workspace, in the Agent Assist widgets we see articles can be marked as "Helpful". This then shows a "helpful" text on the article card view. However, it doesn't seem to re-order these articles...
Hello, I have created a button in the workspace to download the emails associated with a case in PDF. I am using the following code for generated the PDF: var html = mail.body.getHTMLValue();var result = new sn_pdfgeneratorutils.PDFGenerationAPI().c...
Morning Ever since we began moving to customer service Management we have struggled to get clarity around the definitive structure we need to implement to allow the ITSM and CSM modules to fully service both our internal staff and external contacts. ...
Hi, I'm doing custom themes and branding on customer's CSM Agent Workspace as this documentation says. What is the custom property (command) in sys_ux_theme CSS for changing colors of "search" and "notifications" icons (see picture attached what I me...
Hi All, Could you please help me on below issue. After customer registration done from CSM portal , it will goes to approval. once approval done , system will create a record in user table. Request : customer record should be created in user table i...
Hello, To verify whether we have a defect on our implementation of ServiceNow, I am trying to produce a list of Catalog Tasks (SCTASKs) or Request Items (RITMs) or Requests (REQs) where: State of the SCTASK/RITM/REQ is [Pending] or [Work in Progress]...
When a request is created for particular catalog item then case should create and whenever the changes happened in case that should be captured in request ritm comments. How to achieve this.. Thanks in advance..
