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...
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 aut...
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...
I am installing CSM and ITSM related plugins and this message presents itself in the plugin installation page. I did not create or install any custom applications, so I'm a bit confused as to what the platform is telling me. I reviewed this doc o...
When I open few forms (not all), I am getting a error message " This form has not been configured for Workspace. To edit the form, select a different type of record, or contact your administrator." How to fix this.
HI, We have a doubt with the type of license used for Mobile Agent, according to what we have read this APP uses FCM type licenses, but the role that users must have is wm_dispatcher, which has inheritance from role sn_customerservice which is a CSM ...
We have a requirement that in list view, user should be able to change status of bulk cases to Closed/Cancelled. I am getting Security Constraints error when I try to edit status field from list view even as admin. So is it possible to close/cancel c...
How to create a Problem Task and populate description of problem automatically when problem record is moved to Root cause analysis state using flow designer ?
Hi Team, I have created CSM users and added users to sn_customerservice,customer Role. I need to redirect customer to directly CSM portal whenever login . Could you please provide me the solution for this .is there any oob script availableor do we ne...
Hi experts, Need to add delay to the business rule in scoped application. using the business rule I am creating the records before creating the records it should wait for some time. for that wait I used the below scripts. script1: var when = new Gli...
Dear experts, I would like to have your opinion here, kindly suggest the keywords which I should try and understand or focus more on CSM to get through the CIS exam. I have been struggling on this for a long time, hope to find some real inputs to cra...
Hi, Is there a way to get the time part of a Date/Time field and store it on another Time field. Regards, In this example extract the time from Scheduled Start and store it into Expected start hour.
We want agents to record worked time against their name on a particular case. How to achieve that?
What is the difference between customer portal and customer service portal in CSM?
