Hi, We just installed CSM and noticed that fields that are references to sys_user are not visible to users with "sn_esm_agent"/"sn_customerservice_agent" role but not the "sn_customerservice.self_contributor" role. We know that they are gated behind ...
Adding new Language :We added language plugins for two languages (Japanese and Chinese). Those plugins installed translations for all labels in the sytem, and also added language mechanism for those articles to knowledge articles. We need to add add...
unable to add child incidents to parent incident.
Hello,We are having an issue with our Account Code field. Basically when we go to add a new account, the Account Code is automatically populated. However, it is read only and within the past couple of days it has started generating codes that already...
What is the pricing of Customer Service Management?
after upgrading the instance check box is not visible under the work notes in incident.
How to import a Word file into an existing article to update the same? I don´t want to import and create a new article.
Hi, Is there a way to create a list to show both my assigned cases and case tasks in one list. I am creating a custom list but can't figure out how to import both sets of data into one list to view. I have to jump in-between two lists. Is this possib...
I have created one record Producer, in a record producer i have created one variable called the Requested for, i want to make the requested for readonly when the requested for user belongs to only one location? can someone please let me know how i c...
Hello experts,I have a inbound action, when a reply email comes in I am getting the error,the email is coming into the system but it says unable to locate the record that it is related to. Thanks in advance for your inputs.!
Can we add all the sold products on one parent account and make them accessible to child accounts?We would like to add all the sold products to one parent account because we don't want to add the same sold product in all the accounts.
I have a simple list on the landing page of my CSM Configurable Workspace with a filter applied to it, when I click on a particular record to open the form for that specific record it says "Record not found". I have another simple list with a filter ...
We have a customer that is on ITSM and wants to add CSM. My question is how do we leverage the work being done in CMDB around business services and CIs in relation to CSM products and entitlements?
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 ...
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. ...
