Case Routing - Setting a default assignment group
What is the best/OOTB Correct way of setting a default assignment group to be responsible for Cases for one specific Account?Thanks,Vini
Forum Posts
Help needed: step-by-step guide to make a public “External Lead” Record Producer
Hi Community,I’m trying to publish a public/external Lead form in Service Portal. I’ve tried multiple times but I still get this error on submit:“Something went wrong and your request could not be submitted. Please contact your system administrator.”...
CSM Lookup and verify Error message
Hello,we are using case types and have extended the sn_customerservice_case table accordingly.Now we see this error message popping up in CSM/FSM configurable workspace (and I believe elsewhere as well): "Info Message: Unable to identify source of th...
What would you use to manage spare parts?
We are implementing Customer Services and Filed Service modules and bringing our customer installed base into Assets Management. What would we use to manage spare parts (Material Master in SAP) so that it is linked installed equipment. Should we use ...
On a Case record, make custom field visible to members from selected assignment group
We have built a custom field on Case table and currently this field in visible to everyone on UI for all 4 Case Type. There is no any workflow or automation built on this custom field. Now we have business requirement to make this field visible to me...
Resolved! Need Help – Record Producer Submit Error: “Something went wrong and your request could not be submit
Hi Community,I’ve been trying to figure out an issue with a Record Producer in my Service Portal but haven’t been able to resolve it. Whenever I try to submit the form, I get the error:“Something went wrong and your request could not be submitted. Pl...
Dividing case access for the same account, but with different sold products
We have an issue we're struggling with in CSM and accounts. The case is that some contacts on an account should only be able to cases that are related to a specific sold product or similar config. We are a large company where 1 client can have severa...
Unable to create entitlement after installing Customer Contracts and Entitlements plugin
Strange one. Have logged a case with ServiceNow as well but just seeing if it's something obvious I have missed.We have recently installed the Customer Contracts and Entitlements plugin to support adoption of Order Mangagement. With this plugin, it's...
Interaction's state field sn_hr_core.case_writer users dont have write rights
Hello, I am facing an issue with the interaction table acl's. User's dont pass the acl's to write on the state field even though they have the role sn_hr_core.case_writer , specifically for the interaction records that have application Advanced work ...
Some variables are not getting populated on RITM
Hello Community,I am facing an issue with RITM variables. The requirement is that some variables should be populated based on RITM state. What I tried:I created UI Policies to populate variables when the state changesHowever, the variables are not be...
OOTB connection to AWS Lambda - ServiceNow Voice
AWS have announced the end of support for Node.js 18.x in AWS CDK. We have a customer that has AWS CCP integrated into ServiceNow and whilst we understand this change will happen in AWS, the OOTB ServiceNow Lambda use this Javascript version and is...
Public Survey with incident number captured in email link to caller
When an incident's state is marked as "resolved", I would like to create a Public link so the caller does not have to login to SN, but I want the incident number captured for reporting purposes. Can we customize the incident field in the survey link ...
Resolved! gsftSubmit backend working
I want to know the backend working of gsftsubmit ? how is it woking at backend ?
Resolved! How to close related interaction of a case , when the case is closed ?
I've created a case from interaction but when i close the case the interaction doesn't close.
Record producer - Answers not showing on target record
Hi experts,I am creating a record producer and have encountered a problem. When I test the form and click submit, several of the answers in the internal case that is created are missing, but that I specified earlier when I filled out the form. What c...
