Case Management - Report to show the time spent in each case state.Need to know on how to generate a report that shows the case and the different states it was in along with the time in each state. the current state of the case can be any. (active...
Hi team, I have one variable called as "ServiceNow Environment" with choices prod, dev, and test. 'Dev' choice is the default one and the user allow to select multiple values at a time. How to achieve this requirement. Regards,Manasa.
I have a situation where we are receiving way too many spam cases via email. The email filters have not been much of a help. I considered adding state to case form and using the ability to close/cancel 100s of cases at once. I know this is not recomm...
Hi, I have a requirement to re-order the Agent Workspace view for Cases with the requirement of variables not appearing on the bottom of the form: Even if the Variable editor is in a diffrent place altogether:
Hi Team, I want to create a Report where in it should display only top 20 most viewed articles. Ex: If there are 100 articles the report should display only top 20 articles and hide everything.
We have decided to use case types, but ServiceNow doc advise we should not have a mix of standard cases and cases with case types. Instead create a separate case type (with no attributes) if we want to use a basic Case. Does this also apply for Ser...
I have a report that lists all cases by case type. We need the report to only show parent cases and not the child cases associated. How can we achieve this?
Hello Everyone, Whenever I am submmiting information from CSP portal in incident form if I open agent workspace in Description field all information is showing in spanish except question choice "Yes" and "No"Because I'm submitting information in span...
Hi Team, I have a requirement wherein we have Order task and Project task. There are scenarios wherein one Project task can have multiple Order Task.So the requirement is If we have any attachment in Project Task, it should also copy the same to all ...
Hi,We make use of publications within the targeted communications app. Once published they appear for our internal users via Targeted Communications | Publications, and to our external users via the our service portal. The route is as described in th...
Hi, I'm configuring CSM agent workspace for customer. My admin user has following lists available on CSM agent workspace:- Cases- Major Issue Management- Knowledge- SLAs- Incidents This is OK.However, customer service agent user only has following li...
we have create one level approval for standard change request after approval still its showing not yet requested in list view. Please find the screenshot for reference.
Hi, I am working on a CSM Project and would like to map the below from when a record producer is used, directly into the fields of a case. Mapping required:1. Name (Record producer) -> Short Description (Case)If a certain record producer is used it a...
Hi! We have updated the necessary to-dos configuration and task configuration on the to-dos configuration to ensure we get a visually better summary of the approvals. This is on the 'esc?id=hrm_todos_page' page. (1st screenshot) By doing this i actu...
Hi Community, I want to understed what does ROSTER means in On-Call Scheduling? Thanks!
