Hi, I would like to show announcements in the Customer Service Portal to external users.I used the Data table from instance definition widget instead of the Announcement widget because I want to show the announcement records in a table-like format th...
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...
I need a way to store web links in one location so they can be used in KB articles. Then if the link changes, it can be updated in one location without having to go into each article to update the new link. I'm thinking something along the lines o...
Hi all, We're looking to implement User experience analytics, but have encountered a problem with our compliance dpt. Essentially, we must provide a way for users to opt out of the UEA tracking at any point. The instance is on Utah, and I understand ...
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...
We recently implemented CSM. When a customer raises a case with us it can either be treated as an INC or a RITM on our side depending on their selection. When either of these are closed on our side the case is set to a state of resolved as expected. ...
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...
We have created an offhold date for on hold reasons; whenever the offhold date is reached, the incident state should be changed to inprogress automatically.
Hi Team,Can anyone help me on the below requirement.I have one Parent Group as Group A-Child groups are Group A1,Group A2 and Group A3 I want members of Group A should be able to see all the cases assigned to Group A1,Group A2 and Group A3But,members...
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...
Can anyone share your insights on this how can we overcome it?
Hi All , How to add " View All" option in workspace under reports ex:
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...
Hello, I am having trouble with the case table. Whenever I click on a case from the list view it pulls up a different case instead of the one I clicked on. For example, I want to open CS0012345 but instead CS0054321 opens. I am not sure why this is h...
