Can you convert a case to an incident and vice versa?

We have a use case where people working in the business area who will be using case type tickets might need to transfer to IT people who are working in incident tickets. Can these ticket types be converted when needing to transfer? Would that be bad ...

OOB Widgets

I'm trying to configure the csm portal, specifically the "My lists" widget which comes OOB. The problem is that is is almost un-editable. The widget is entirely based off of a script include that is read only and that's where all of the configs are. ...

How can I raise incident as a case in ServiceNow?

追加コメントと作業メモのタブ表示について

顧客に表示する「追加コメント」と、内部の「作業メモ」についてです。 アクティビティ欄に、通常だと、顧客に表示する「追加コメント」と、内部の「作業メモ」の両方が表示されると思いますが、①顧客からのコメントと、「追加コメント」のみ表示するアクティビティ欄②「作業メモ」のみ表示するアクティビティ欄に分ける方法は何かありますでしょうか？

How to add new widgets in Configurable Workspace(CWS).

I need to add two new widgets under Record Information in Configurable Workspace(CWS) on case form. How to add new widgets. Can anyone help me on this..? Thanks in advance.. 

Creating a Trend report to show state changes over a period of time

Hi SNC Has anybody out there created a PA Graphical report that shows the trend of Cases in different states over say a week. What we would like to see is a trend report that shows on Monday we had 12 case in Awaiting Info state, 24 in Open etc on Tu...

Customer Service Demo Data install

Hello all,  We have just installed Id: com.snc.customerservice.demo on a non production environment after the installation of com.sn_customerservice . We would like to navigate through the module with the demo data. Where can we find the according de...

Employee Center search is not showing case record/details when searching for case number.

Hi, If possible I was wondering if anybody knows why we are getting the following issue. When raising a request as a requester in the employee center, it raises a case, and when I go to the 'my requests' menu option, I can see the case number and its...

user.view event to capture tickets views on Customer Portal.

Dear Community, The 'user.view' event is designed to capture and create event log entries when users view tickets. Is there anything in ServiceNow that extends this capability to the Customer Service Portal? I want to be able to tell when portal user...

Incidents/Case Attachments

Hi Experts, I have a question if someone could help/guide. At the moment we have incident and case syncronized, meaning, attachments will copy to the case from the incident. However this hasn't been set so that if someone deletes an attachment on the...

What is the purpose of CSM Install base?

After reviewing Install Base, Sold Products, Installed Products for CSM, I don't understand what the purpose is. Can anyone shed some light? Assets and CIs, out of box, can be associated to Accounts and Companies. Even product models can be associate...

Add New button from reference field in Agent Workspace?

Hi, in the standard platform interface, when you click on a reference field, you get the New button so if you don't find the record you can create one on the spot.   However, in Agent Workspace the New button does not appear. Is it possible to add it...

script to get approval rejection comment from sysapproval_approver table , in flow editor.

Dear community leaders, I have a custom record producer where i am using Flow designer for approval and rejection. In case of rejection , comment is mandatory and same has to be reflect in my record producer. I am using below script in my flow design...

How to activate the service with using 640 api in servicenow

Hi All, We have a requirement to activate the service using tmf 640 api.  Can anyone tell me the namespace for this?