We have a requirement that in list view, user should be able to change status of bulk cases to Closed/Cancelled. I am getting Security Constraints error when I try to edit status field from list view even as admin. So is it possible to close/cancel c...
How to create a Problem Task and populate description of problem automatically when problem record is moved to Root cause analysis state using flow designer ?
Hi Team, I have created CSM users and added users to sn_customerservice,customer Role. I need to redirect customer to directly CSM portal whenever login . Could you please provide me the solution for this .is there any oob script availableor do we ne...
Hi experts, Need to add delay to the business rule in scoped application. using the business rule I am creating the records before creating the records it should wait for some time. for that wait I used the below scripts. script1: var when = new Gli...
Dear experts, I would like to have your opinion here, kindly suggest the keywords which I should try and understand or focus more on CSM to get through the CIS exam. I have been struggling on this for a long time, hope to find some real inputs to cra...
Hi, Is there a way to get the time part of a Date/Time field and store it on another Time field. Regards, In this example extract the time from Scheduled Start and store it into Expected start hour.
We want agents to record worked time against their name on a particular case. How to achieve that?
What is the difference between customer portal and customer service portal in CSM?
Hi, Can anyone provide all the error response codes for rest api ? Do we have any service now document or url for this?
How to Show both Additional comment and work notes on the form in default view. also is there any way if i can rename this additional comment for my scope application and it won't affect on other tables like incident, problem etc.
Hi guys I created a State field on the Account Record called Account Journey State. I want to create a Flow that finds all the Assets of an account for which Account Journey State has changed and update all the associated assets Site Install State ...
Hello Everyone, I need to remap the SLA's.. Present the choices are "Critical, Same Day, 2 Day, 5 days,10 days, 30 days". I need to change it to "P1, P2, P3, P4". P1 - 4 hours, P2 - 5 days, P3 - 14 days, P4 - 25 days. Can I add new choices "P1, P2, ...
Hi Team, I wanted to change the case type (custom field) in case form through UI action using GlideDialogWindow or GlideModal. 1. created a ui page( change_case) in 'Customer Service' application : <!-- <?xml version="1.0" encoding="utf-8" ?> --> <j:...
Hello friends, we are using CSM application, and we have record producer that process access to customer to submit a change request. Customers having snc_external permission and customer permission and they can submit changes. But with this role they...
Hello, As an Incident Process Owner, I want the Assignment group to auto populate based on particular criteria when an incident is first raised to save me time.Remark: This is one of the ways for Incident Auto Assignment, Assignment logic can be base...