CSM seems to be exactly what we need for our organization. Reason for wanting to use CSM is to capture cases and then create related Incidents, Requests, Problems etc from the case. Having a single entry point for the start of any type of TASK. We ha...
Hello all, could you help me to find out why my inbox in AWS is always empty even when the Chat Setup in configured properly to AWS in my DEV instance? I am also creating correct cases But I always get notification to accept the chat only in the ...
Field styles are not working agent workspace but working fine in UI16.
HI guys, I am trying to get the Simple List Widget to sort properly. My Display field is Short Description, the Secondary Field is u_trending_status, number What ends up coming out is an Ascending Sort by Short Description. I thought the first S...
Hi, I need to enable the use of template in Agent Workspace but the icon on the right is not shown (under the attachment icon). Do you have any idea of what I should do? Many thanks Paolo
When we are creating a new Account in CSM, we can assign the field Parent Account, to build the hierarchy in CSM. However, there is also another field "parent", which is inherited from "core_company", which remains empty in this case. The customer is...
Hi Team, i am trying to hide/show choice values of status filed(state) based on status field only. but i am getting onChange script error: RangeError: Maximum call stack size exceeded function () { [native code] } this error. Please let me know how t...
We have a requirement to allow customers to add multiple items to one request, aka a shopping cart.For some reason, this is not supported in the CSM portal, as mentioned here in the doco:https://docs.servicenow.com/bundle/orlando-customer-service-man...
I am looking at possible ways user presence can be "Away". If Servicenow automatically change user presence state to "Away", after how much time of inactivity state will be changed?
Hi All, Good Day! I was looking for a solution in ServiceNow where I have to route cases/incidents to an assignment group and whoever is an available agent from Group then assigns cases to that agent's. I have read ServiceNow documents and communiti...
Hi All, We have a default system generated email to be sent to the customer as soon as a ticket is created. Now if we look at First Response Time metrics , for all tickets it shows met as the system generated email is being considered as first respon...
Difference between customer and partner account with a best example
Hi all,I need to know how to modify the list layout displayed in CSM Configurable Workspace (no Agent Workspace) when user drill-down in one of the reports shown in landing page: This layout does not match with layout configured in any of the views...
Hello, I'm currently working on an email domain migration project and I'm looking into how I can change all the users on ServiceNow in bulk. I have searched around for a way to bulk update users but I cannot find anything. Before I go ahead and chang...
We have about a number of duplicate CIs which we set on "Archived" status to know that they are duplicate and we want to delete them. Using a background script I want to delete these duplicate CIs meeting the following conditions:1. Status is Archive...
