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!
We have an SLA definition that has a duration of 6 days and 6 hours (150 hours) with a schedule of 8am - 6pm weekdays. A case was opened on the 13/04/2023 which gave a breach date of 05/05/2023. This is correct and we are happy with this calculation ...
Hello All, We have a requirement for the Notification Preference appearing on the CSM Portal. Once the "XYZ" Notification is received on the Portal for the particular user, then the "Primary Email" toggle button for the "XYZ" Notification should auto...
I am looking to pursue Integration Hub Training I went to the ServiceNow Learning Page and do not see any specific Integration Hub Instructor Led training specifically for this topicIf possible can you provide the link or resource on where this can b...
Hello Everyone,We are having a requirement to show the 'Title' of the agent instead of 'Name' on the csm case ticket page on the CSM portal. I tried some modifications in 'std_ticket_conversations' widget, but it didn't worked. Any help will be appri...
Hi ,We have a requirement to send the below details in a notification :The Assignment Group has been changed from << Old Assignment Group >> to << New Assignment Group >> The State has changed from << Old State >> to << New...
Hello all, I'm trying to figure out how can we relate the attachments from a parent case to a child task. When one of our users submit a case he can add attachments, what I know is the attachments are located in sys_attachment table, this table has a...
We're deploying our customer service portal and we have noticed that when a consumer registers with the site the roles being added to the consumer are displayed on the portal just like they are internally when a role is applied to a user. It appears ...
Hi, in ITSM Service Catalogue, we have order guide functionality and the use of variables. Based on a users response to variable(s) one or many catalogue items requested (RITMs) under one single request. However, CSM does not support order guide. ...
