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.
Forum Posts
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...
In order management how to create model category in product model.
In order management how to create model category in product model.
Adding two duration fields
I have two duration fields and i want to add the values in those two duration fields and then display the result in hours. How can i achieve it?
RITM Comments are not flowing to task
Hi Team, I am having a wierd issue where in if I post a comment on RITM as 'hi' then it is not flowing to catalog task. Again if I post any thing other than 'hi' the RITM is cascading the comments to catalog task as expected. Can someone please assis...
What is the difference between users and contacts
What is the difference between users and contacts? I have a list of contacts which i thought where part of the user list, when I try to create new users it's creating duplicates.
