I added a client Email Template as below for problem table. In problem record, more->email , the FROM ADDRESS is same as i added in Email client template. But when reply to a mail from Agent Workspace Home, its not working. The mails are receiving fr...
I need to set the Action status to "Blocked by Customer" whenever the Agent resolves a Case for a Customer. This action status should remain until the customer accepts the solution. Now Out of box there are flows governing the action status, and when...
Looking at an Incident that was created from a customer service case we need to see what case created the incident.The person working on an incident needs to see the full case history to understand the symptoms reported by the customer and to be able...
out of the box click the + sign then open interaction table but i want add custom table which is extended from case table. is it possible or not please give me solution
Hi, I'm trying to understand the built-in Response SLAs for Cases. The stop condition on the SLA is 'Case Acknowledged' = True. Can you please advise when Case Acknowledged is triggered, e.g. what conditions is it looking for? And are they changeab...
I would like to use an API to create new cases to reach out to external customers. Which API would work best for this?
I have some users who would like to see the remaining SLA time when viewing a queue or list of unassigned cases in the agent UI. San Diego added an SLA timer: https://docs.servicenow.com/en-US/bundle/sandiego-it-service-management/page/product/servic...
hi we want to delete remove tab from schedule module in manager workspace. and i also want to know how can i create records in overview and active assessment tabs . can any one help on these things Thanks in advance Regards, Haritha
Approver name is not showing in approval tab after clicking on publish for knowledge article.We are using OOB workflow so its working proper. Can anyone please tell me what is the issue.
As Fulfillers how can he able to provide Tags on the case lists and case forms. 1.want to see the column "Tags" in the default layouts of the case list 2.want to see the assigned Tags directly on the Case Form (default layout) Thanks in advance. ...
Hi All, I m trying to find out difference between Sold Products & Assets As I know : The whole Install Base setup with Sold Products is focused on digital services, which are different from physical products and assets, because they are deployed in...
Hi Everyone,I want to show/hide activity stream on CSM workspace based on some condition.I know if we remove the activities formatter from the workspace view it will be removed in the CSM workspace too. Keeping this logic in mind I created two views ...
Hi, How to show cases opened by me under Check Case status topic. Currently, OOB Check Case status topic shows all the cases present for other users as well, but I want to show only cases opened by me to check case status. Your suggestion is much app...
It may be too early to ask this question, but I have many ServiceNow customers asking for the ability to raise orders via the CSM portal. I was very excited to see the updates/new functionality about Order Management in San Diego but per the docs th...
