Agent calendar in agent workspace
How to add Agent calendar to agent workspace as an workspace module??Thanks in Advance
Forum Posts
Resolved! Allow Group 'Manager' to manager their group membership
Hi, is it possible to allow the person listed in the 'Manager' field on the Groups form the ability to manage that teams membership to, i.e. add/remove users? Is the Manager field used in any process or role that I need to grant/configure or is it j...
Response template are not visible in CSM Workspace
Hello All, Am creating some response templates in Snow but those are not visible in CSM configurable workspace can someone help me on this. I've changed the screen condition of agent assist but still unable to load response templates. Getting this me...
after login it is redirecting to service operations workspace but it should go to native UI home
When I am login with tier-1 agent having ITIL role and service desk it is redirecting to service operation workspace by default. but it should go to native UI home page.
Resolved! Service Bridge and CSM dependencies
Hi All, I'm looking into service bridge as a potential for integrating with other ServiceNow instances for basic tasks, but I'm struggling to establish what level of dependency there is on CSM. 1: Is CSM a functional pre-requisite on the provider in...
Proxy Contact vs Internal User in CSM
We are looking to allow our internal users to create cases on behalf of our customers. For tracking purposes, we want to see which internal employee raised the case. I have two links here that look to do the same thing. I'm confused on what the main ...
how to generate incident report without attached knowledge article.
How to create incident report without kb.which table need to be use, could you please let me know.
Resolved! How to customize card view of live agent chat
I have a question about chatting on the service portal.A user is chatting with a live agent in the service portal.When the agent enters the case number (CS0001579) or knowledge number (KB0010019), the user sees the card view as follows instead of sim...
I want to measure the time that the case status of case [sn_customerservice_case] was "Open" and out
I want to measure the time that the case status of case [sn_customerservice_case] was "Open" and output a report.I would also like to do this for cases that have already been closed.The goal is to measure the time that Tier 1 was working on that case...
Ui Action Cancel Button
Hi All, Can any one please help with the requirement.When a user cancels , the pop-up should require a in that popup only user to input a cancellation reason.- and that comment popup should be mandatory when we click on cancel.- after that it shoul...
UI Action not working
I have an UI Action which set values for a field and then using g_form.save() , saves the form. This is working absolutely fine with admin user but with other user it is not working as per expectation. g_form.setValue('state', '5'); g_form.save(); I ...
Script Include for styling fields
Hello SN Community, I want to create a script include that I can reuse multiple places to update the style on a field. I have this as client callable, but I don't believe I've written this correctly. Here is the script include: var VIPHighlighting...
Resolved! Which Plugin need to activate for Order Management in CSM
Hi all, Please help me which PLUGIN we need to activate for Order management in CSM i found 2 Plugin's : sn_csm_order_mgmt, com.snc.csm.order what is the difference between these two plugins , seems to be both are for CSM. i have activated two i...
CSM portal knowledge contextual search articles not readable for external users
Hi All, When creating a case on our csm portal external users (snc_external) can see the titles of articles in the contextual search but when clicking on the article to read it, they are presented with a blank page. This problem doesn't exist for adm...
Change Ticket View in CSM Portal
Hi Everyone , I could see following ticket view after submitting case in CSM portal. This is appearing in PDI instance but i am not able to find the same view in my company instance. Can anyone let me know how to change ticket view.
