CSM: What's the difference between an "Issue" vs "Case?"
1. CSM: What's the difference between an "Issue" vs "Case?" 2. Can you identify a company or client within the company, with VIP status - similar to client profile in incident? Thank you....
Forum Posts
can we create a new module in Agent workspace apart from the 4 default ones, and in the new module keep 5-6 tabs (without interactions) ?
can we create a new module in Agent workspace apart from the 4 default ones, and in the new module keep 5-6 tabs (without interactions) ?
Hide Filters in portal view
How to hide a filter condition in portal view? Note: But the condition should work as before in background ,just want to hide it from agents/customers.
How to add help text for drop down options?
Hi, I need to add help text for one option in drop downlist. please find the below attached. for "JIRA Canada" need to add help text and what's the process? How to do that please help me on that. Regards, Minni.
Should record producers in CSM portal generate internal tasks or case first?
So I am about to build the service catalog in csm portal with a mix of items and record producers. And I am wondering about some structural advice regarding record producers. Which scenario below are considered to be the most correct? Scenario 1: cus...
Resolved! How To remove space between label and select box variable types fields?
Hi, How To remove space between label and select box variable types fields? "yellow marked space" Regards, Minni.
To Display parent field value in child field
Requirement: 1.There are two tables , parent table(sn_customerservice_case),child table (sn_customerservice_task) 2.Both have assigned_to field 3.When case is assigned to some one, it should also reflect the same in ,child table (assigned_to) How can...
Resolved! Is there a way to view a survey once it has been submitted?
I have a question. Once a survey has been submitted, is it possible to view that survey in the survey form?We would like to review the survey's individually in a manner where the form would have the same look and feel as the user that is taking the...
License usage history
Hello, I wanted to check the usage history of fulfiller licenses of our instance. When I go to "subscription overview" under Subscription Management, it shows me the purchased qty. and not the actual qty used. Please let me know where I can see the c...
How to close a Work Order task?
Hey All, I have tried to create a Work Order record in my PDI. While processing that record Associated Work Order Task gets generated and I can see an error while closing the work order task as "Provide a summary of the work performed in Work notes" ...
Add Email to Additional Comments
Hi. I am looking to add some functionality in our Service Now instance. Would it be possible to advise how to add any sent email from the Customer Case to auto-add to the additional comments field? This should also include any replies. Can this be do...
Could not fine the "Create knowledge" button in the case of customer service in the agent workspace?
Hi all,How could I find the "Create knowledge" button in the case of customer service in the agent workspace? (Looking for red line in PIC 1) Btw, I used the Admin user to simulate the scenario.Referencing the youtube video, the speaker adds a KB ar...
Resolved! Deactivate large set of users
I have a list of active users from Workday. The count of total employees is inaccurate in ServiceNow. I need to find any employees that are not on my active list and deactivate them in ServiceNow. One caveat is that I need this to NOT deactivate any ...
Resolved! How to do I change the font size or width of the form in my CSM agent workspace?
Hello, For my case form in the details tab, section 7 in the screenshot below. I have a lot of fields in my instance. I am currently using CSM Configurable Workspace and possibly planning to use CSM FSM Configurable Workspace Foundation app in the fu...
