Send Notification to assigned to, manager user when incident is not updated on last 3 days
Hello Everyone, Could you send a Notification to the (assigned to, manager) user when an incidents is not updated in the last 3 days? Regards,Manasa.
Forum Posts
How would you track related Service Offerings, Services, Products, and Product Offerings?
Greetings,I need to allow customers to order services. I would like advice on the best place to store and track the structure within CSM Order Management using CSDM.Assuming these sample data elements(1) Workplace Services > (2) Network Account > acc...
Resolved! General Help with surveys and users
Hello All, A simple question that I'm stuck on and couldn't find an answer to.I created a Survey that is sent to Contacts in the ServiceNow system (they get a mail with a link to the survey)when they open the survey a Survey instance is created.is th...
Knowledge Base article body font changes
Hello everyone,How do we configure the heading style options in the body of a knowledge base article? For Example 1: If I select the heading style 'Heading 1,' I want the font to be automatically set to "Times New Roman" and the font size to be set t...
Dot walked field values are not Visible on the list layout
Hi Team, I have a field "Interaction Source" on the Case table and there is another table called "Messages" which have a relationship with Case table.And in the list layout of Messages table I'm displaying the "Interaction Source" field by Dot walkin...
CSM Entitlements - Remaining Units deduct based on hours entry on Time Worked (task_time_worked)
Hi All, We have a requirement to deduct the hours worked on a case which is entered on a case but linked to the task_time_worked tabled to be deducted from the entitlements, every time and agents enters a time on a case. We know where is a standard B...
Resolved! KCS Process Adherence Review
We are improving the frequency and quality of using KM in support analyst's workflow. Also, want to incorporate it into Coaching program. Do ServiceNow have KCS PAR plug in? If yes, has anybody used it and would like to share the experience?
Need to create a button in Playbook activity which can perform same operation as "Request Info" Button in customer service
Hi all In playbook activity I want to create a new button with same functionality as "Request Info" Button in customer service. I have a comments section in activity and a Request Info button If I Fill the comments & click on the Request info button ...
UI Builder Protection policy read only.
Hi all, I have a question about UI builder. We want to create a landing page for managers to see their agents workload as a homepage. I cloned the "CSM Landing Page (enabled for UI Builder)". However, I am getting this error message in the UI builder...
How to restrict access / grant CSM Configurable Workspace access to specific users
How do you restrict access / grant CSM Configurable Workspace access for a specific set of users?
Resolved! "Customer" checkbox on company table - owning or customer company?
I am coming from ITSM background, where I always thought "customer" flag on cmn_company indicate owning/operating/sister companies.Now that I am learning CSM, I realize same flag is used to represent external customer company. What am I missing? how ...
Resolved! How to add SLA Breakdown Definition tab in incident form
Hi Team,I need to Add SLA Breakdown Definition tab in incident form after Task SLA Tab ,could please help me.
Trying to Integrate Servicenow with Sharepoint with Sharepoint Spoke
Hi, I have successfully set up the connection for Microsoft Sharepoint Online, by installing the Sharepoint online Plugin. After Completing this, I am trying to create a new Site from Servicenow by using OOB Action "Create Site". But Everytime I am g...
Populating Variables in a Multirow variable Set based on the selection of another Variable
I need some help please I am trying to Populate Variables in a Multirow variable Set based on the selection of another Variable. So if a part number is chosen i need to then populate the stock and description variables of that part into the MRVS af...
Integration with MS word
Is it possible to Integrate MS word with Servicenow?
