I need to know how many inbound and outbound messages have each interaction on virtual agent in order to calculate an average per interaction, totals and some data per service an so on, how can i achieve this?
Hello All, We have a requirement to display the Notifications List on the CSM Portal under the Notification Preferences.The list should contain all the Notifications and also the user should be able to edit or unsubscribe the notification from the CS...
I have a requirement to adhd Substatus for case status awaiting infoSimilar to incident,status: awaiting infosubstatus: awaiting user or awaiting other reason is for internal grouping to see what is awaiting user and what is awaiting info in related ...
Hi, I'm building CSM agent workspace on Ui Builder. What's the reason some page templates are on "read only" state. For example I'v been configuring landing page with no problems, but when I try to configure list-page, Ui Builder says "Read-only.The ...
When I try to add terms and condition in contract it will showing null instead of showing details it not happen in not only one environment I tried different environment as well and when I click on build terms and condition it showing "Terms and Cond...
Hi guys, I am using an Icon Link in a portal. I have it configured as a URL with https\ xxxxx filled in. I just want to get it to open up to another tab or page. I dont see that option here, any thoughts?
Hi There, I am trying to use onChoiceCreate transform script to create choices for the field, but need help with the sample code for the below syntax,var e = new GlideEvent("myimport_ChoiceCreate", action, value, "");e.insert(); What we should be pa...
Hi All, What is required to sync parent to child cases in CSM? 1. MIM needs to be installed and someproperties has to be enabled. 2. Its comes with CSM plugin, so nothing more needed. Can someone help me please? Regards Bandita
Hi,Can anyone provide me practical examples on CSM Thank You.
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.
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...
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...
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...
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...
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...
