Some users are mistakenly clicking the "Cancel" in the case window of Agent Workspace. There are no re-comfirming pop-up and the case going to dead-end. So, I am asking how can we recover this mistakenly "Cancelled" case?
Is it possible for a proxy contact [sn_customerservice.proxy_contact] to only open cases on behalf of specific customers? When enabling the CSM Extension for Proxy Contacts (com.snc.csm_proxy_contacts), you are able to assign the sn_customerservice.p...
Hi All, We're creating SLA definitions for Case management. I would like to know whether we should create those under Customer Service scope or Global scope from best practice perspective. And what are the advantages/disadvantages associated in each ...
I need to create a Case through a server script where I need to set variables and a multi row variable set. I am unable to set the variables on the Case. How do I set the variables on the Case ? Here is the sample code: var gr = new GlideRecord("sn...
Hi When using actionable case flows the OOB "Set Needs Attention if additional comments are added by others" marks a case as needing attention when a member of our Service Desk Sends a comment to the Contact on behalf of another member of the team. ...
Hello All, I am creating a widget and calling a script include but getting this error. Widget Server script (function() { var parentId = $sp.getParameter('sys_id'); var listOfCaseTasks = []; data.display = false; var taskGr = new OMTManagment...
We get the following message when assigning Work Order Tasks."This agent is unavailable during scheduled time. Please select another agent or rescheduled the time." The way we use WOT is that we assign several WOT for an agent on the same "job". The ...
Hi, So I have a requirement to send survey to consumers when case gets closed. The issue is that the user field does not trigger email notification to consumer if the field does not reference to sys_user. I tried dot-walking consumer.email, consumer....
Hello Friends, What role does a user need to be able to create an account contact? in CSM Application. Please help.
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?