Resolved! Difference between Account and Consumer in Customer Service Management
What is the exact difference between Account and Consumer wrt to Case.
Forum Posts
Resolved! Active SLA Ribbon
Hi everyone, Does anyone know if 'Active SLA' ribbon show in CSM Workspace can be modified? I cannot find where do that. Thanks in advance. Dennis.
Mapping Record Producer Variable to Field With UI Policy
I am trying to map a variable from a record producer to a field on our table. The field on the created record's form is initially hidden by a UI policy (dependent on another field's dropdown option). The field is getting mapped over to the created re...
How can I change the tour button text color
We want to change the text of the tour button to default to the intro "begin tour", and completion "complete". When creating the tour steps, the default NEXT button is white. The default start and end buttons are blue. How can I change the color of t...
How to fetch time just time with timezone from sys_updated_on
Hi Team, I need to fetch time and date with timezone from "sys_updated_on" field Suppose 'sys_updated_on' has a value "2022-03-21 10:30:16 PDT". We require output as 2022-03-21 10:30 PDT.
Resolved! ServiceNow Knowledge base with external content
Hi, in CSM exertations I have often found this question, what are the most correct answers? Which of the following are true regarding integrating a ServiceNow Knowledge base with external content? (Choose two.) A. Imported external art...
Resolved! Primary color - Branding Editor
I’m a complete novice when it comes to Service Portal design and looking for guidance from the Community. We have a requirement to change the colours of our Service Portal to better match the corporate colors of the organization. I’m using the Brandi...
get current login user role in client script
how get user role in client script, thanks
Community User
As a community user and moderator, I should be able to perform following tasks. Roles: Community Users: Can create topics(content), post questions and replyCan access Forums, but cannot access topics until it is subscribed. Can we do it according to ...
Resolved! Using MFA for CSM login
I'm planning to use MFA for CSM login. All users who access from public internet network, then they should be challenged for additional passcode authentication after trying username/password login. I'm considering 2 options below. Option1. users rece...
CSM roles/access
Hi Team, As one of my client requirement, i need to create a new work flow for CSM. which level of access/role is required to manage the case management. which is the highest role for CSM, do we have admin role that applies only to CSM? Need your ass...
Partner Account relationship not working
Hello, I am trying to add a partner to a existing account. I couldn't get it to work on the Prod instance to I spun up a PDI and tried it there and still couldn't get it to work even though the demo data seems to be working fine ... I think its fair ...
Resolved! Survey service portal change to 'customer' portal
By default the link for a survey is set to the default SP like below, but in our case we have multiple customer portals (CSM) https://****.service-now.com/sp?id=public_survey&instance_id=123456789 So in my case i would like to sent a link related to...
Resolved! Partner accounts and Contact Relationship
Hi We have a partner account Set up "Acme Partners" which is linked to accounts X & Y via Account relationship. We have also added one of the Acme partner contacts as a contact relationship under Accounts X & Y When the Partner contact logs onto the ...
Resolved! I want to remove the priority and state underneath the short description on my case form in Agent Workspace.
I would like to remove the priority and state indicators in agent workspace when reviewing a case. Please see screen shot attachment. How can I accomplish this?