Resolved! What are the different portals comes with CSM?
What are the different portals comes with CSM?
Forum Posts
Resolved! Can we create a KB article from a Case
Can we create knowledge from CASE? Do we have any UI actions on case form. Because I am not able to see any buttons on case form in both normal UI and agent workspace UI
company and account fields on 'cmn_location'
Hello everyone, While working on an enhancement, I needed to populate the account and company fields, on the 'cmn_location' table, with different values (different account types from customer_account table). After finishing writing my scripts to upda...
AWA Shift Based Assignment
Hi All, I am planning to implement shift based assignment for CSM agents. I see that we have a Workforce Assignment Module to create shifts for customers and then have auto assignment rules to route cases wrt shifts. However I have the following ques...
ナレッジベースの削除
いつもお世話になっております。 ナレッジベースに関する疑問なのですが、ナレッジベースは削除できないものなのでしょうか。 誤って作成したナレッジベースが削除できずに困っております。 どなたかお知恵をお貸しいただけないでしょうか。
Resolved! Module navigation in ATF
Hi, In ATF i want to add a step like open specifications.list while using application navigator there r product specification, service specification modules but how to open whole specifications.list using ATF.
How to enable Demand Management and Customer Service management in my instance(mycyient.service-now.com)
How to enable Demand Management and Customer Service management in my instance (mycyient.service-now.com) demand workbench and if any charge will be there for this ?
Resolved! How to hide portal footer for the group doesn't want to see.
Hi, I'd like to know how to hide portal footer for the group doesn't want to see.That footer shouldn't be displayed for that group. Could you give me some advise? Thank you.
Create new sla for catalog
Hi All, I want to create new sla for catalogs,please help how to create SLA. Regards, Naga
How to set existing form view in Agent Workspace?
Hello, Can we set the forms with existing views? If no I have to set the fields, section and related lists with same as existing view. Also client scripts should work as existing view. Regards, Mahesh.
Agent Workspace, want to display compose section
Hey, I want to have the Compose section automatically always be displayed when opening a new ticket. So I dont have to change this manually each time I open a ticket (see the red arrow) I suspect that this might be possible by changing User Prefer...
Roles required to raise a Case for an account linked via Account to Account Relationship
Hi all, We have Account 1 and Account 2 Created a Account to Account Relationship type and a Relationship record. Account From: Account 1 Account To: Account 2 Contact with Case Manager/Customer Admin role from Account 1 is not able to raise a case f...
Configuring Manager Workspace
Changing Manager Workspace (WFO) Where/how can I change the Manager Workspace (WFO) for Amy Jones? I have tried following the steps that we use for editing Agent Workspace but I cannot see any options (App Shells) for Manager Workspace. I am trying t...
Is it possible to do a mass closing of the Incidents with specific assignment group, These are not worked by any group and need to be Resolved with no action. Is there a way to setup auto-closure on these as well? That way when they come in, they au
Is it possible to do a mass closing of the Incidents with specific assignment group, These are not worked by any group and need to be Resolved with no action. Is there a way to setup auto-closure on these as well? That way when they come in, they aut...
License model for CSM Application
We are preparing for a customer to be onboarded in to ServiceNow CSM application. Customer has a B2C business model and we are planning to propose the Consumer model to manage customer details.With the Consumer entry created for every customer part o...