Resolved! Hide 'Empty' in Dashboard reports
Hi, I have asked to hide 'empty' in dashboard reports. How can I do that can I get any suggestion for that. also, attaching image for reference. Thanks, Jyothi
Forum Posts
Resolved! Passing variables from interaction record ti catalog item in Agent Workspace
We are starting to implement the ITSM Agent Workspace and would like to pass the the opened for variable on the interaction record to a variable in the catalog item form. How can you pass a variable from the interaction record in the Agent Workspace ...
Trying out Knowledge Management Add-in for Microsoft Word
Is there a way to try out Knowledge Management Add-in for Microsoft Word in case one does not have admin rights to Office 365?
Resolved! In Agent workspace module "Available" status is not showing in inbox, Please help me
In Agent workspace module "Available" status is not showing in inbox. Please find the attachment .
How to share dashboard with Contact accounts (Role: sn_customerservice.customer)
Hi, I want to share a custom dashboard with a report on incidents to the contact accounts (Users with sn_customerservice.customer and snc_external roles). I have already shared the dashboard with these 2 roles but when I impersonate the customer acco...
Not Able to close Multple Change Tasks through the list view
Hi SNC team, It would appear that regardless of roles (admin) We are not able to change the state of multiple changes from Open to Close. We get the greyed out security prevention message. In looking at an answer from back in 2016 it talks about Hig...
Related records, incidents and requests do not appear in the CSM portal.
Hey, guys, In all cases in my instance when there is an incident or request related to the case, it does not appear in the "Related Records" tab. But when there is a Change Request or Problem they appear.I checked the Widget, but apparently everythin...
Updating record using UI page
Hello ,I need my pop-up (UI page) to update the Closing Response Field when I click on Close Case (UI Action) and then have the case closed. The issue that I am getting is that when I click on my UI Action the pop-up is appearing but then a few sec...
Update Existing case record if email subject is same as short Description
Our requirement is to create a case from email inbound action type is new ,Here we need to update case if short description is already present on existing records if not need to create a new case followed by Incident . Below is my script include it i...
CSM Workspace Agent Assist
Hey guys, so I'm struggling to configure the Agent Assist for custom forms on the CSM Workspace. There are articles out there that I have followed and I have Modified the screen conditions, but since I cannot change the table name of the OOB agent as...
Resolved! Remove recursion from Business rules Syncing fields between Case and related Task records
We have two business rules which sync watchlist field between case and related task records. The trigger condition is when the watchlist changes for both the business rules one is on case table and the other is on Task table. And in the logic of thes...
Manage routing of case for different case types with CSM integration with request management plugin activated
Hi, I have a use case where I need to set up different customer service case types for different lines of business on the same servicenow instance. However this need to work in conjunction with already activated "Customer Service with Request Managem...
Resolved! can i link cases to problems instead of incidents?
We primarily use case management but are looking at one of our teams using problem management. I know if we use Incident management we can link multiple incidents to a single problem, can that be done with cases? If our other team uses Problem Mana...
Business Rule for OAuth 2.0 Authentication
Hi Everyone, I have configured REST Message and OAuth profile. Trying to create case in salesforce with this. So when I use Get OAuth Token and create case in servicenow, the BR helps in sending the data to salesforce and creating case there. But eve...
Bulk uploading of attachments
Hello all, We have a requirement of to upload attachments bulk into ServiceNow. Thanks & RegardsKiran
