CSM Professional vs Standard
How to check if your installed CSM application is Standard or Professional license version ?
Forum Posts
Create Service Request from Inbound Email and reading attachment data and entering into the request
I have a simple requirement to implement - Detect an inbound email with a specific subject and create a service request. All the details to create a request is added in a excel file, so request's details needs to be read and populated using the excel...
CSM Configurable Workspace - can't even add a new record menu item
I'm trying to get started with the CSM Configurable Workspace and have looked through the "Guided Setup", I've got many issues but the 'simplest' one is adding a "New Record Menu Item". I have added a record to the 'sys_aw_new_menu_item' table, and...
Return single record using GlideRecord.get() with multiple conditions.
Hi,I am trying to get a single record in a business rule from Case table without using GlideRecord.next() as it is giving following errorQueryEventLogger: Invalid query detected, please check logs for details [Unknown field in table sn_customerservi...
How to set Billable field to true automatically after 10days
Hi All can anyone guide me.Automatically set the Billable to true using business rule based on 10 days timeline (part requirement task closure) Please can you guide the script appreciateThanks
List Views of Alerts are not Auto Refreshed automatically in CSM Configurable WorkSpace
List Views of All Alerts are not Auto Refreshed automatically in CSM Configurable WorkSpace but it is Auto Refreshing automatically on Agent WorkSpace on PROD Instance. Please let us know why it is not Auto Refreshing on CSM Configurable WorkSpace.
Case Statistics
Hello, I have a simple report (Bar type), showing Average Business Elapsed Time by Priority. Grouped with Standard Deviation for Business Elapsed Time of resolved Cases. So, this is the report with 2 data sets. Let's take the example for P4 priorit...
Partner Contact unable to access cases in Portal
Hello, we are currently having a recent issue where Partner Contacts are unable to view cases where they are assigned as the "partner contact". Previously, they had used the "contact" field, but it seems something changed in SN that prevents this.How...
Dealing with Traditional Letters (White mail) in CSM
Is anyone out there importing/scanning creating Cases from White mail. I appreciate that this is dying in most business, however we have a customer who wants to create cases from any letters/White mail sent to their offices. I can't find anything t...
Attachment icon on contextual pannel
Hi team, here my ask is when i click on attachment icon on csm configurable workspace contextual pannel bar i want to show some popoup (alert type msg.) is it doable?
Need to Display SLA due(Duration field) in email notification, I am using notification scrip
PFA below notification script, which I am using. (function runMailScript( /* GlideRecord */ current, /* TemplatePrinter */ template, /* Optional EmailOutbound */ email, /* Optional GlideRecord */ email_action, /* Optional GlideRecord */ e...
Show announcement in Agent Workspace
Hello Experts, I have a requirement to show the announcement on the Agent Workspace landing page. I am new to agent workspace and confused on from where to start. What I tried- I have created the record in Now Experience Framework --> UX Banner Annou...
Resolved! get attachment.sys_id before catalog item is submitted
Hi all, i need to have somehow to get attachment.sys_id before catalog item is submitted. (so I can't use current.sys_id...)The use case is as follows: check whether the file is in the correct format, size, etc.
Virtual Agent to Microsoft Teams Integration and CSM Use cases
Hello Everyone, Can some one help me , How to Integrate VA to Microsoft teams , and this integration is Useful for Customers(end users) also or it is only for Agents perspective.Thanks in Advance,Ashok.
Resolved! How to update the latest KB article display number in customized reference field
Hi Team, We have created a reference field (BIA Knowledge Article) in business application cmdb form.It will shows the KB article display number in the field. So, If KB article expire after 1 year - Then users are updating the KB article through port...
