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...
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...
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 ...
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...
Hi, When I am inserting records through transform map or rest api explorer then I am getting this error "java.sql.BatchUpdateException:Duplicate entry for key account path. when we insert some records in accounts table (customer_account) i have seen ...
Use case: We have created a new case type (new table extending the base Case table) and we would like to show the same Agent Assist there that is OOB available in the base Case table when using CSM Configurable Workspace. I have followed the steps he...
I have a requirement to share the forward schedule of change report to our existing customer base through customer portal. I created a new report (FSC), shared it with Everyone and then published it. In CSM, I created a UI Page, embedded report widge...
Hi Community, I am looking for the advice regarding predictive intelligence implementation. I am using predictive intelligence to predict the category, priority and assignment group fields based on the short description field in case .For this I wi...
Required a regular expression for phone number which has 10 digits mandatory and no constantly repeating numbers i.e. 11111111111 etc
Is the state of case, like 'New', 'Open', 'Closed', 'Cancelled', the un-editable item even with the admin privileges?
Hello Everyone, I am getting this error "Invalid 'Access Control' record even though the selected outside table 'Case' is allowed. A table level Access Control on an outside table cannot contain a condition or script. Only roles are allowed" Below is...
Some users are mistakenly clicking the "Cancel" in the case window of Agent Workspace. There are no re-comfirming pop-up and the case going to dead-end. So, I am asking how can we recover this mistakenly "Cancelled" case?
Is it possible for a proxy contact [sn_customerservice.proxy_contact] to only open cases on behalf of specific customers? When enabling the CSM Extension for Proxy Contacts (com.snc.csm_proxy_contacts), you are able to assign the sn_customerservice.p...
Hi All, We're creating SLA definitions for Case management. I would like to know whether we should create those under Customer Service scope or Global scope from best practice perspective. And what are the advantages/disadvantages associated in each ...
I need to create a Case through a server script where I need to set variables and a multi row variable set. I am unable to set the variables on the Case. How do I set the variables on the Case ? Here is the sample code: var gr = new GlideRecord("sn...
