Hi, I have a question regarding SLAs, and working on cases and incidents. We want to use CSM with ITSM, but are not sure how to handle SLAs when an incident gets created from a case. Let's say we have a resolution SLA of 4 hours. This is attached to...
RBAC - Role Based Access Control functionality is available in Service Now OOB . Please Suggest
We recently moved to ServiceNow and use the Customer Service Management application. We use the Customer Service Knowledge base to publish Knowledge Articles to the web. If we provide the URL to our customers, they are able to access the Knowledge Ar...
I am seeking for any direct method to get the Display Value of Glide List type of field on client script. I tried using g_form.getValue('Skills'), but it gave me Sys ids list seperated by commas(',').. I don't want to call GlideAjax to get the value ...
Hello, We want to set up Approval process for CSM Cases created using a particular Record producer on sn_customerservice_case table. Does anyone have any advice how to do that? Any ideas are highly appreciated, Kind Regards, Oksana
Hi We are looking to create a new case type as part of our Customer service setup. One thing we don't want to happen though is for the new cases types to show in the main CSM lists but I cant see to find out of this would happen or not. Basically we ...
Hi Trying to configure.setup the login rules and criteria for our new Customer Service Portal (csm). Internal users with roles log on fine and are directed to the UI but when a customer with snc_external logs on the first land on the welcome.do page ...
Hi, Im trying to create an ATF Test to verify that Related Lists Appear in a consumer record. My Test Steps are: - Create a User - Creates user with necessary roles & permissions- Open a New Form - Open a consumer form in Agent Workspace- Set Field...
Hello there - When a User opens a new Interaction via Agent Workspace, how can you pre-populate the Assignment Group and Assigned to fields please, for example if I create a New Interaction then I would like my Assignment Group and my name to appear ...
Hi - Currently on New York, we are setting up the CSM portal and are running into an issue with our standard SSO. When pressing the login button we are briefly redirected to the loginpage before SSO takes us away to another page. I have found a cou...
We have record producers which create Case and we are displaying the Variables in case form(using variable editor). When we create a task for the case, we need to display the same variables in the case task. Is there any way to do it? Thanks, Siva
Is there a way to account for Customer Contacts who are associated with multiple accounts? The situation is that there could be 2 clients who use the same person as a contractor. This person needs access to our Customer Service portal, but not as a p...
Hi, In agent workspace save button is not working properly.. Please find the below steps: 1. Create case in agent workspace 2. Click on assign to me, user received the following error (the following mandatory fields are not filled in) 3. Enter the ...
Hi everyone, this may be really simple (I'm hoping it is)I'm redesigning our email that goes out for surveys to our users.I'm trying to include the relevant ticket number (INC ref) and the Short Description of the ticket the survey relates to but I'm...
Hi, Now, I’m researching the difference incident and case.I have checked this site.https://community.servicenow.com/community?id=community_question&sys_id=824a87a9db5cdbc01dcaf3231f9619c7#:~:text=what%20are%20the%20difference%20between%20case%20and%...