HI all, We have requirement where, All cases created for same accounts are currently accessible by sn_customerservice.customer_admin (Customer Admin) role. But customer want users with sn_customerservice.customer (Customer User) role also have access...
Any idea why some records are showing empty opened_by? This field has default value of gs.getUserID(); Weird thing is the write ACL for task.opened_by includes the admin role. Some users creating case has opened_by populated and some does not have...
I am trying to confirm the purpose of KB Submissions as it is not what I would expect based on what I'm able to find in documentation etc. I am looking for a way for non ITIL users to request knowledge article creation. We have some users who have ...
If I am to deploy CSM within an organization of say 1000 people. Would I need to purchase just one CSM license?
In ServiceNow Platform we today have several modules which are essentially links to external sites opening in a new browser tab. For these modules we use the Link type option - URL (from Arguments:).These are used by Agents as shortcuts to visit freq...
Hi All, Version : PARIS PATCH10 How to check replied email has attachments Or Not in Flow designer. @Ankur @Harshavardhan @Ankur Bawiskar @Anil Lande @Chuck Tomasi @Jaspal Singh @Rohila Voona @Michael Jones - CloudPires @Kieran Anson @Brad Bowman...
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?
