I have a question about chatting on the service portal.A user is chatting with a live agent in the service portal.When the agent enters the case number (CS0001579) or knowledge number (KB0010019), the user sees the card view as follows instead of sim...
I want to measure the time that the case status of case [sn_customerservice_case] was "Open" and output a report.I would also like to do this for cases that have already been closed.The goal is to measure the time that Tier 1 was working on that case...
(function executeRule(current, previous /*null when async*/ ) {var comment = new GlideRecord('sc_req_item');comment.addEncodedQuery('request=' + current.request + '^cat_item=7d3212551b68a1d0923e6311f54bcbda');comment.query();if (comment.next()) {comm...
Hi All, Can any one please help with the requirement.When a user cancels , the pop-up should require a in that popup only user to input a cancellation reason.- and that comment popup should be mandatory when we click on cancel.- after that it shoul...
I have an UI Action which set values for a field and then using g_form.save() , saves the form. This is working absolutely fine with admin user but with other user it is not working as per expectation. g_form.setValue('state', '5'); g_form.save(); I ...
Hello SN Community, I want to create a script include that I can reuse multiple places to update the style on a field. I have this as client callable, but I don't believe I've written this correctly. Here is the script include: var VIPHighlighting...
Hello,Recently while working on CSM modules I have encountered a vague problem. I wanted to add "Related Lists" in my form . I have simply added them to "selected slush bucket " according to norm. To my surprise they are not visible on my form after ...
Hi all, Please help me which PLUGIN we need to activate for Order management in CSM i found 2 Plugin's : sn_csm_order_mgmt, com.snc.csm.order what is the difference between these two plugins , seems to be both are for CSM. i have activated two i...
Hi All, When creating a case on our csm portal external users (snc_external) can see the titles of articles in the contextual search but when clicking on the article to read it, they are presented with a blank page. This problem doesn't exist for adm...
Hi Everyone , I could see following ticket view after submitting case in CSM portal. This is appearing in PDI instance but i am not able to find the same view in my company instance. Can anyone let me know how to change ticket view.
Hi I want to set up an export definition with a condition on a related list. => like I can do on a report (see printscreen). Exactly this Condition Iwould like to define in the export definition. But in den export definition I can't find the related...
I am trying to create a record producer for the CSM portal.One of the requirements is to add category and subcategory. To approach this I used a Select Box for category and a Lookup select box for subcategory and used reference qualifier to filter th...
i want to hide attachment and icon also for set of specific user(based on role) in a RITM table how can i do that?
Hi All,I have to restrict users with sn_customerservice.consumer role to not access few categories under "Request" record producer. Is there a way this can be done.Detailed information:In "Request" record producer I have two drop downs category and s...
