CSM Fields Mapping
Hi Community,I wish to know if there is any kind of playbook, document or guidelines for the configuration of fields on the CSM/FSM Workspace.
Forum Posts
Resolved! How to Auto-Assign CSM Cases After Accept/Reject
Requirement:The case is offered to available agents using the Accept/Reject functionality. If the case is offered three times and no agent responds, the case should be automatically assigned.
I am trying to use AWA to assign cases directly to assigned to person without providing any option of accept and reject. Is it Possible? I used BR as well but its not working.
Hi , I am trying to use AWA to assign cases directly to assigned to person without providing any option of accept and reject. Is it Possible? I used BR as well but its not working.
category Filed is not populating in CSM workspace
Hello Everyone, I’m currently facing an issue with CSM Workspace while creating a case. I’ve updated all the necessary fields like category, subcategory, and others that are required for case creation. Upon creating the case, I checked the Case table...
Walkup Experience - Managing Walk-Up Appointments in CSM Workspace
Hi everyone,I am looking for guidance on how to Book and Reschedule Walk-up appointments in the CSM workspace. Any tips or instructions would be greatly appreciated. Thank you in advance, Victoria
Platform Analytics dashboards filter by catalogue item variables
Hello community, I want to filter a dashboard using an interactive filter based on a catalogue item variable, but I'm not sure how to do this. Also, when I try to add column variables to a simple list in the dashboard, it displays all the variables i...
Updating Timestamp Fields Using Robust Transform from Excel
Hello , How do I update timestamp fields using an Robust transform as per the Excel sheet?
CSM - Creating cases via Social Media
Hello Everyone, Can we create table record on ServiceNow via Tweets/hashtags from Twitter. I couldn't find any relevant documentation regarding this. I want to create a case whenever certain hashtags or keywords are used. Also can social listening be...
[Article:- 4] Real-Time CSM Use Cases via System Properties
This post highlights real-time business scenarios in ServiceNow CSM enabled by system property configuration changes. I’m sharing some use cases I’ve implemented to help and guide others in the community.Scenario 1: Consumers reported that out of 50 ...
CSM Queue based on the customer Type
Hi All, I have requirement to order case based on the customer value, Like Gold,Platinum,Silver. Based on the customer profile ticket should be prioritized.in a field called Queue Number 1,2,3,45, like so on. LikeDaimond>1Gold >2Plantinum >3Silver> ...
Fields on Playbook activity should be editable only to Assignment group/Assigned to users in Workspa
Hi Community,Currently in the Playbook created the Custom Activity and showing the Task(Fields and Variables) in playbook card with Update and Mark Complete Buttons.I would require making these fields editable only to appropriate Task Assignment grou...
How to add "Description" field to a case in CSM Portal.
Hi, Our requirement is to show the description for the cases in the CSM Portal Solution implemented : In the ticket Configuration form modified Show 'Description' field and set value 'When no variables'. But this Solution is working for only few cas...
Service Portal - Case View
Hey All, When I set the description to always on the standard ticket configuration for cases, it still doesn't show up on the portal. Has anyone else run into this? I believe that it should show the first line and then have a show more/less button ...
"Query Rules" is not getting triggered.
The "Query Rules" functionality is not working as expected. There was a OOB query rule set up to display records based on the logged-in user's account.For example, if a user is mapped to an account with 10 cases, only those 10 cases should be shown t...
Resolved! How to create an interactive filter in CSM/FSM WOKSPACE
Could you please help us to create an interactive filter in csm/fsm workspace
