Forum Posts
Resolved! How to remove list entries from the csm/fsm configurable workspace
Hi Can anyone tell me how I remove list entries from the csm/fsm configurable workspace? OOB the list contains CMDB which we don't want to have visible but even though I have marked that as non active in the configurable workspace guided setup (creat...
Resolved! How do i alter the Case Action Status rules
Hi i have a requirement where i have to change the needs attention flag when user adds a comments on it. To do so i wanted to alter the case action status rules. I didn't find the case action status rules in my PDI. Can any one guide me how to go ...
Purpose of registration code and Account Code fields in customer_account(Accounts) table
Hi, What is the purpose of the following OOB fields in Accounts(customer_account) table in Customer Service(sn_customerservice) module? 1. Registration Code 2. Account Code We're importing account information from third-party sources. In this case...
Nomenclature - Plugin ids, Properties, Table names
I am talking about the way names are prescribed to the plugins, properties and Tables in CSM. While some refer to as com.snc. | com.sn_ | com.glide | com.snc.csm | Some plugins although are CSM plugins do not use the com.snc.'csm' - THIS LEAVES THE R...
Appointment booking is not configured for the selected location or service.
PDI was setup to receive appointments in walk up experience product Portal : csp Rome patch upgrade completed in PDI few mins back. Now we are not able to select appointment and get below error message
Is there a way to remove/hide the search box in a Yes/No Variable of a Record Producer?
Hello, Is there a way to remove/hide the search box in a Yes/No Variable of a Record Producer? Because it doesn't make sense to put a search box in a Yes/No variable which has only two choices. Thanks
Resolved! I have created custom case type but it is not showing inside the "Create New" module in "Customer service " application .I am only seeing Product and order type case . Please anyone help me how to add custom case type.
Please refer below screenshot for reference purpose
Resolved! How can I allow guests to submit tickets via the CSM portal?
How can I allow guests to submit tickets via the CSM portal?I have created a public page and public Record Producer and made all variables in the RP public. It shows up and can be filled out, but when I click submit as a guest user, nothing happens...
Resolved! Create contact using inbound email action
Hi, I'm trying to use an inbound action to create a new customer contact if one does not already exist for the user submitting the case. Here is the script I've been working on to try and accomplish this: var gr = new GlideRecord('customer_contact...
Resolved! Automating of provisioning users through Azure active directory as customers in CSM Portal
Please let us know if it is possible to automate the provisioning of users as a customer contact in the Customer Service Portal(CSM) with the permission sn_customerservice.customer from Azure Active Directory . He should be able to login directly on...
GPS vehicle tracking
Is it possible to use ServiceNow to track a vehicle's GPS? We would like to be able to indicate on a Google map where our vehicles (delivery vehicles) are located as they travel from site to site. We also want to be able to use this information to ...
Resolved! How to provide case visibility for a contact on one account to cases on another account?
Hi, I have a request to allow "Customer Account Managers" to see all cases for their customers. These "Customer Account Managers" will not do any work on cases they just want to see what problems their customers are having and how they are using our ...
Resolved! How to move a landing page between workspaces?
I accidentally created a Landing Page for the wrong workspace (CSM Configurable Workspace), instead for the Agent Workspace. Is there a way to move this page to the correct workspace? What threw me off was that the AW was not available for configurat...
Resolved! All Case from same account
HI all, We have requirement where, All cases created for same accounts are currently accessible by sn_customerservice.customer_admin (Customer Admin) role. But customer want users with sn_customerservice.customer (Customer User) role also have access...