CSM Workspace - Case type selection window is blank
I am trying to set up case type selection window, but it is blank, I have done and created Multiple records under Customer Service > Manage Case Type what else am i missing
Forum Posts
emails are not being sent to the users in the cc field on an email client template from servicnow
When a user selects reply all on the email client template on a case form.The to field and cc field is automatically populated. Then once you press send the user who is in the cc field is not receiving the mail. Only the user in the to field is recei...
Creating Incident from case
I have a requirement to show Case priority as a Read only field on the Incident record only when the incident is created from a Case, how can i achieve this.I do not need to map the case priority to Incident priority, need a seperate Case priority as...
Resolved! A KB article has an older draft version & newest published version so checkout/edit is not available
Dear Community Colleagues, for some reason a new version is published and the old one is still in draft version. (see image attached)The newest version has no checkout or edit button available and my suspicious is because of the existence of an old d...
Create a Case Record Based on Survey Questions
Hai Guys, I Need a help!!I have one requirement that Creating a Case Record Based on Survey Submission (if a customer selects all answers as dis-satisfied, then Case needs to be created parallelly). Please Help in this requirement Guys.Thanks in adva...
CSM - How do I add the Description to the Standard Ticket Header Template/Widget?
I am new to ServiceNow admin and need assistance with adding the Description to the Standard Ticket Header Template /widget for creating cases.We currently have it set for the Short_Description to display in the notification email when a new case is ...
Knowledge article parent field editable?
Hi all, For a published article with translations that was created manually by an author (not by machine translation), is it possible OOB to check out that aricle and change the parent field? We have authors saying they used to be able to edit this f...
We got the ux framework user criteria plugin enabled on our instance, however I could not see where the audiences can target Group, User, Department, or Location as stated in the doc. Could you direct me
We got the ux framework user criteria plugin enabled on our instance, I have created a workspace with variants and i would like to direct the variant using groups rather than roles however I could not see where the audiences can target Group, User, ...
Enter multiple value in one field for servicenow filter
May I know how I could enter multiple groups name in one field at a time for "Assignment group"? Like this example. He put many groups name in this column at a time.
I want to fire an event in Flow Designer
Hi AllI want to raise an event in the flow and send an emailI'm not familiar with triggering events.I want to start an event in the 【sysevent table】 with 【create record】 action, but I can't see the event table.Please let me know if there is another ...
Resolved! filter for unassigned tickets not showing exact number
I created filter under Task table to show all the assigned & unassigned INCs and Tasks to service desk.the conditions are:Assignment group is A or B or CAssigned to is agent 1 or agent 2 or agent 3 or is emptyActive is trueState is not resolved.Backg...
SLA Response Time Report
Hello,Looking for some guidance on SLA Response Reporting. I have a Report for Average total Duration is open that is trended by the month the INC was opened. Im having issues with adjusting this report to trend Average SLA Response times by month. I...
Resolved! What are features of Customer Service Management?A. Skills-based routing B. Demand Management C. Real-time SLAs D. Service Contracts E. Timed Audits F. Service Entitlements G. Service Prospecting
What are features of Customer Service Management? A. Skills-based routing B. Demand Management C. Real-time SLAs D. Service Contracts E. Timed Audits F. Service Entitlements G. Service Prospecting Can anyone provide me the answer for this... Thanks i...
Resolved! How to populate a field on the the sys_user_group based on another field in the sys_user_grou via BR
Hi, On the sys_user_group form we have added a custom field called 'Display Name'This is due to the fact that the name is to complex and we would prefer a more understandable display name.There is a requirement to populate the custom field 'Display N...
How to add drop down Banner message on native UI (Home Page) with change request details
How to add a drop-down Banner message on native UI (Home Page) with change request details. Such as changing number, short description etc.
