How to capture the choice list in update set when we have to move that from Dev to Test environment.
Does the Choice list data gets captured in the Update Sets? How to migrate the choice list data from Dev to test environment?
Forum Posts
Missing record, not visible in 'deleted records' - Any way to audit?
Hi all, we have a missing case on our prod instance. Typically these are visible in 'deleted records' to recover, however this one is not. Is there an audit trail on deleted records outside of the deleted records table?
Resolved! To Get the Report of Users and Sys ID
Hi All,Is it Possible to Get Report with User Name and Sys ID.Please help..User NameSys IDRegards,Sanitha
Auto refresh of landing page lists in CSM configuration workspace
Dear community,I was wondering if anybody knows how to automatically refresh a landing page lists in CSM configurable workspace. I'am aware that a tiny refresh button is presented on the list view, but i would rather have an auto refresh to ensure it...
Business Rule "Prevent Invalid Case Creation" is preventing Import Set REST API from creating records
Hi All, I am getting this error: "Operation against file 'sn_customerservice_case' was aborted by Business Rule 'Transform synchronously^085b3eda87d0d1904bcfc88e8bbb352a'. Business Rule Stack:Transform synchronously,Prevent Invalid Case Creation" whe...
Resolved! Can't find case table in Process Automation Designer
Hi everyone, I can't find the case (sn_customerservice_case) table in the Process Automation Designer. I changed the application to globan, to customer service and to guided decision experience. How can I select the case table as trigger? Thanks for ...
Ticket Resolution and supporting self-service / Ticket reopening.
Many tickets are resolved on the phone with the service desk through relatively quick fixes. However, from recent experiences with several end-users, it seems that many issues may reoccur within a short time, and frequently the individual doesn’t imm...
How to create a report on case table based on the time taken to resolve the each ticket along with the assignee name.
Hi how to take report on case table in below scenarios. 1) The time taken by a assignee or agent to resolve the ticket from the actual mean time along with the name of the assignee for whom the ticket has been assigned 2) The number of tickets the pe...
Date should not be day before today
I have one field called "Extended Date" that date should not be day before today. So the issue is when i am using any client script and script include for this it reflect in both Native UI and Agent Workspace in My PDI but When I Implement this code ...
Person is both a user and a consumer - Inbound email action issue
We have an external person who is: set up as a Consumer (csm_consumer) as they are the client on multiple cases.set up as a User in servicenow (sys_user), and accesses ServiceNow in more of an internal role. Both accounts have the same email address ...
CSM role "sn_customerservice.case_viewer" is chargeable or free?
Portal: My Requirement is to show all the cases created by specific group of users. 1) I have created one group called "Group External Users" and this group having 4 members with no roles. without roles(no roles) user can able to view only created/o...
Next Best Action Rule Contexts
Hey there, I am trying to add guided decision tree to Recommended next best actions. I have selected "Interaction[interaction]"as the table in next best actions rule, since I want to get NBA for the interaction record that I create.But I get this err...
Advanced Work Assignment is not working for me
Hi All, Please note that my requirement is when a customer raises one case(channel = Web), then the case should get auto-assigned to an agent who has English skill. Even, I want that the agent should get an notification in agent inbox in Agent Worksp...
Show attachment only if user has specific role
Hi There, Can someone please suggest how to show the attachment for two tables if the user has a specific Role? And if the user doesn't have this role they should not be able to see those table attachments. Requirement: Two Tables (change & Problem)...
CSM: What's the difference between an "Issue" vs "Case?"
1. CSM: What's the difference between an "Issue" vs "Case?" 2. Can you identify a company or client within the company, with VIP status - similar to client profile in incident? Thank you....