Forum Posts
What is Difference between Asset and Sold Product in CSM
Hi All, I m trying to find out difference between Sold Products & Assets As I know : The whole Install Base setup with Sold Products is focused on digital services, which are different from physical products and assets, because they are deployed in...
CSM Workspace : Hide activity stream based on condition.
Hi Everyone,I want to show/hide activity stream on CSM workspace based on some condition.I know if we remove the activities formatter from the workspace view it will be removed in the CSM workspace too. Keeping this logic in mind I created two views ...
Resolved! In Virtual agent for CSM, how to show cases opened by me under Check Case status.
Hi, How to show cases opened by me under Check Case status topic. Currently, OOB Check Case status topic shows all the cases present for other users as well, but I want to show only cases opened by me to check case status. Your suggestion is much app...
Resolved! Order Management via CSM Portal
It may be too early to ask this question, but I have many ServiceNow customers asking for the ability to raise orders via the CSM portal. I was very excited to see the updates/new functionality about Order Management in San Diego but per the docs th...
Resolved! How to add help text to fields in records shown in agent workspace
Hi, I have requirement to show help text on each field of a incident record in agent workspace. I achieved this in native ui where I have added help text to each field. But same has to be done on Agent workspace. Please help. Thanks in advance
How to give Multi select in cascading filter , if this is not possible , how to achieve this using custom interactive filter?
Hi Guys , I created a cascading filter on a database view and placed on a dashboard. The hierarchy is 1.User- To select any user from user table 2.Account - The Accounts are only in which the user is part of But now the requirement is to select multi...
How to update incident record in widget
I am new to servicenow portal I have to update incident record in widget by using client side ,server side scripting,i need some mandatory fields like callerid,shortdescription,description to update of any incident record please help me out from this...
Reporting on Case metrics
I need to set the Action status of a Case to 'Needs Attention' and autoclose to 'False' whenever the resolved case resolution is rejected by the user on the portal. How should i achieve this? Also, the corresponding record change needs to be captured...
Resolved! GlideElement.canWrite() dependend on table?
Hi Community!I try to figure out why on my custom table which i extended from sn_customerservice_case and has no own ACLs on it following code is not working as i would expect: var record = new GlideRecord('sn_customerservice_standard_case'); record....
How to change agent workspace icon on address bar as well as how left side bar color
Hi , How to change agent workspace icon on address bar as well as how left side bar color also on top need write after banner image in ServiceNow.
Resolved! Disable the customer satisfaction surveys
How can we disable the customer satisfaction surveys sent out for the reopen tickets?
Resolved! Consumer vs Customer: What exactly is the difference? Which Portal should I be using?
I've been in the ITSM wheelhouse for the last few years and had little interaction with 'Customer Facing' side of SNow. I'm trying to figure out what the difference is between Customer Service and Consumer Service. My other issue in line with this is...
Multiple SMTP Accounts ServiceNow
Hello, I get the following error(in attachment also) that I cannot create more than one SMTP email account in ServiceNow. Is there a reason for this? Error: An SMTP already defined. There can only be 1 SMTP Server. Scenario: We want to send DoNotRep...
Resolved! Loss of image expansion in Knowledge articles.
Very recently we have loss the functionality where if you hover over/click a Knowledge article's image, the image would expand into its own window and display larger than the image in the article. I was told by our Consultants that this functionality...
