Hi Community -- Our agents want us to remove work notes and comments from the left hand pane in the agent workspace view -- however -- the only way I could find to do that without removing them entirely from the form was via an OnLoad Client script ...
Hello, I'm trying to build a dynamic recipient list for targeted communications. The recipients are Account Contacts, so I have the Table set to customer_contacts, the User Field set to Sys ID, but I would like to set the conditions to match only th...
I'm in the process of configuring CSM Configurable Workspace, I need the case record form to be as similar to agent workspace. I have certain buttons that have been configured in Agent workspace and standard UI, How do I configure these pre-existing ...
We have a form view (on the Case table) in the native UI which shows the variables (via variable editor) and a few other fields in the native UI. We need the same UI in the workspace. However, if the form layout of the "workspace" view is modified, a...
Hi, I have requirement to separate data based on the teams, so the team can only access tickets opened by customers of the same company. how can use query rule csm table to manage access between different teams of the same comapny in terms of what ...
Hi Community, Need help to setup the CTI integration to work with CSM Workspace. We are using Cisco Webex Contact Center for CTI solution. Update set came from Cisco with applied settings into servicenow to work. Configuration updated in and setup w...
Hi, I created a due date field on a service catalog request form and I am trying to send a notification when the due date is reached whether the request is closed or not. Please provide step by step instructions. Thank you
I am creating an incident from a Case using the OOB UI action 'Create Incident', however the relationship on Case record is not getting created. i.e in the related records the 'incident' field is still blank. On the incident record though the parent ...
We have CSM installed and setup. Now we are trying to get our external (county) users to be able to login to service now and submit their own cases. Our information security team is requiring us to use Azure for the external users to login. I am l...
In the Activity stream you are able to filter Activities via the 'Post types' filter.The second option is to use the 'Filter sets' which shows one pre-defined group of filters. That group includes Comments, Work notes and Emails.Unfortunately it seem...
Hello,I'm looking for a solution to trigger a notification on the change_request when the Planned End Date is only 3 hours away. I have tried using GlideDateTime, subtracting time, and gs.eventQueueScheduled, but I seem to be missing something each t...
I am on the /CSP portal looking at the "My Lists" widget and I was wondering if anyone has changed the options on the left side of this widget to include Incidents and actual Requests (ITSM). Our users can create Cases, Incidents, and Requests and I ...
How do I configure the ‘My List’ reorder button in the list page CSM configurable workspace? I go to reorder the my list by clicking the ‘reorder’ button then drag and drop my list to my desired order and click the ‘save’ button. Then he order saves ...
I want to show More details on related search results on incident form?For example i want to show details of Configuration item of a Knowledge article on related search results
How to define the Many to Many relationships between two different tables and two tables have different fields. Please provide the solution.
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