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...
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...
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 ...
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 ...
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...
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...
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...
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)...
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....
can we create a new module in Agent workspace apart from the 4 default ones, and in the new module keep 5-6 tabs (without interactions) ?
How to hide a filter condition in portal view? Note: But the condition should work as before in background ,just want to hide it from agents/customers.
Hi, I need to add help text for one option in drop downlist. please find the below attached. for "JIRA Canada" need to add help text and what's the process? How to do that please help me on that. Regards, Minni.
So I am about to build the service catalog in csm portal with a mix of items and record producers. And I am wondering about some structural advice regarding record producers. Which scenario below are considered to be the most correct? Scenario 1: cus...
Hi, How To remove space between label and select box variable types fields? "yellow marked space" Regards, Minni.
