I've been in the ITSM wheelhouse for the last few years and had little interaction with 'Customer Facing' side of SNow. I'm trying to figure out what the difference is between Customer Service and Consumer Service. My other issue in line with this is...
Hello, I get the following error(in attachment also) that I cannot create more than one SMTP email account in ServiceNow. Is there a reason for this? Error: An SMTP already defined. There can only be 1 SMTP Server. Scenario: We want to send DoNotRep...
Very recently we have loss the functionality where if you hover over/click a Knowledge article's image, the image would expand into its own window and display larger than the image in the article. I was told by our Consultants that this functionality...
When working cases we haven't been using Related Search, but it looks very interesting, Can someone answer these questions I have?: Can you configure which knowledge bases are searched?What are Questions, and how do you set them up and make them sear...
Hi, Community I want to change user_name(user id) of a contact.What is the impact of changing the user id of contact, for example the contact may not be able to access the case... like others. Thanks.Meri
I'm familiar with ITSM and new to CSM. In ITSM I used to set up service portal in such a way users with snc_internal role can access their incidents and interact with it via sp. What is the equivalent role in CSM where an internal user can just see t...
We have SLA's configured for the Parent Cases, whenever a Child case is created for a parent SLA is getting attached Example : For a parent case if SLA timer has start and some time has been elapsed ,after few hours if a child case is created then th...
Hello All, I have created one Multi Row Variable Set(MVRS) in my catalog item, OnLoad of the catalog form, I want to hide few variables on catalog form view but below two statements are not working g_form.setDisplay("variable_name" , false) g_form....
Hello, We are about to configure our CSM module so that our customers can as well log in using our company SSO, howver they will have emails that are not our company's, has someone done this and would like to point me to a material that describes how...
Hi all, Is there a way to report on the time duration between a case being opened (in this instance a Service Request) and the first "human" (not automated) response back to the customer? We use "Additional Comments" to send this "human" comms to a...
I have a CSM portal users where I want to give them access to Employee center. Will that be allowed with out additional licensing? I also want to make few pages in employee center accessible to public (unauthenticated access). Thanks,Raj
I need to update the state of the case automatically to Open when the customer adds additional comments to the case on Awaiting info state. how can i achieve this?
It was brought to my attention that the time tracked against a project in ServiceNow did not match the actual time worked. Below are screen shots and an example to be reviewed. The project is PRJ0044828. The resource plan RPLN0007272 was set for 11/...
I have a True/false field "u_attachment" on sn_customerservice_task table to show if the task contains attachments. Below Business rule was created to set the checkbox, on insert it is working correctly when attaching attachments to the case task, ho...
Trying to grant access to Now SupportUser is activeUser is unlockedUser has email and passwordUser is in ServiceNow MGMTUser updated passwordNot sure what else I need to do provide access