Resolved! Case reply to email
When case is created email is send to contact user. when that contact user reply to that mail ,I want to send mail to assigned to user, that contact replies to mail. how can we achive this on case table.
Forum Posts
Modifying text and restricting file uploads in Now Virtual Agent integration with Slack
Hi everyone,I'm using the Now Virtual Agent integration with Slack. I want to know how to modify the text "You selected: {option}"! Also, I only want to allow users to upload one file.Thank you,!
Service bridge - data sync is not happening in customer instance
We have the Service bridge setup between two instances and the connection is successful. We have the provider table as 'Case' and customer table as 'Incident'. Based on the trigger condition, the remote task gets created successfully too. Issue: The ...
Auto-numbering for new records based on the Category
Hi folks, Requirement: I have two fields in the form. 1. Category - List Type (Choices ike Hardware, Software)2. Number - String (Should be auto numbered) If I select Hardware, auto number should be like HARD0001If I select Software, auto number shou...
CASE Sub State to In Progress
Hello team, If the State was AWAITING INFO and then the State changes to OPEN because customer replied, sub state should be CUSTOMER REPLIED . Thanks,Krishna.
Appointments and WO/WOT - not creating
Hi SNC, I wonder if there is anyone out there that can help us. We are setting a demo that will show how Appointments work from a Customer/Contact perspective through the CSM POrtal. The idea is that it is a maintenance Service catalogue item, the...
Related Party Users
Hello everyone, I added a Related Party User to a case according to ServiceNow Product Documentation: Adding related parties to a case - but unfortunately they still can't see the case in the CSM Portal. The Contact I have added here (Knut Test) has...
Pop up automatically disappearing after Vancouver upgrade.
Hi,We had a requirement to show "Time Worked" table(task_time_worked) form as a Pop up, when an External comment is added and the form is saved on the "Agent Workspace". This functionality was working before the instance was upgraded to Vancouver(Pre...
Abort Attachment insertion
My requirement is to abort insertion of attachment on case table when attachment size exceeds 9MB and throw an error message.Error message is throwing as expected but the null attachment is showing.if (parseInt(current.size_bytes) > 9000000) { ...
Code formatting missing when added through "add code sample" Button from rich text editor
We have implemented rich text editor on our CSM portal while viewing casesWidget in use- CSM Standard Ticket ConversationAngular providers for the above widget - spTinyPost implementation the code sample button was missing. So we added it under spTi...
Copy Case Additional Comments into Incident
Hi, I'm trying to copy additional comments from Case (Portal) into Incident and created before update business rule, this seems not to work. Can someone assist? (function executeRule(current, previous /*null when async*/ ) {if (!gs.nil(current.comm...
Resolved! Aborting Attachment
My requirement is to abort insertion of attachment on case table when attachment size exceeds 9MB and throw an error message.Error message is throwing as expected but the null attachment is showing.
Multi SSO in CSM
Hello,We are about to configure our CSM module so that our customers (multi accounts) can as well log in using our company SSO, however they will have emails that are not our company's, has someone done this and would like to point me to a material t...
Resolved! How to audit changes made in the relationship record
Hi Team, We have a customer_account record and we have a related list contact Relationship.Now the requirement is if we made any change to the any of the fields in contact relationship, it should audit the same to the audit history of account record,...
Auto update landing page list in CSM configurable workspace
Dear Community,I'm currently trying to solve a customer need, that requires simple lists on a landing page to update automatically, or somehow trigger an update on all lists in one action.Do you have any ideas on how i get these lists to automaticall...
