Resolved! Add custom case type in CSM
The client has a need to add Quality as a case type or any other in CSM besides Order and Product. I did not find any documentation or any similar implementation in ServiceNow
Forum Posts
Resolved! Do's a a CSM Agent need a ITSM Fulfiller licence to work Incident/Problem/Changes created from a CSM Case?
When using CSM with Service Management the standard agent licence allows the creation of ITSM records from the Case. Can the CSM Agent then work those INC,PRB,CHG records without an ITSM Fulfiller licence?
Setting Up Agent Workspace Inbox
Hi Community, in my dev instance I'm not able to show to the agent case boxes inside the inbox What I expect to see What I really see I've assigned awa_agent role to the user, but cases continue to do not appear. Can you help me? Thanks,Piero.
Resolved! How to use Assignment workbench in Agent Workspace?
Hi everybody, In case form we have this UI Macro next to the Assigned To field : But in the agent workspace, I don't have it. So how to use Assignment workbench in Agent Workspace? Thanks! Sandra
Resolved! View and Create Reports in Agent Workspace
Hii All. I'm new to ServiceNow and currently working on configuring Agent Workspace. Is there a way through which I can create or view reports in the Agent Workspace? Currently when I try to click on any of the report it shows the below message. Pl...
Resolved! How to add roles using business rule
Hi, on Creation of a user in csm_consumer_user table i want to add of consumer to that user. how can i script this in business rule
HOw can we test Scripted Rest API end point in Service Now
HI Everyone, I Want to test scripted rest api end point in service now ...how can we achieve this with background script or any other way?
How to make Group By cases in table API
Hi Everyone, How can we make group by cases in table API.
Resolved! Account Hierarchy
Hello Community!I would like to get some more information / insight about the Account Hierarchy in CSM. Example scenario:Account A has 2 children accounts; Account B and Account C. Contacts in Account B and Account C can only view their respective c...
403: External User Not Authorized | Virtual Agent
Hello team,I get this error:403: External user not authorized | Virtual Agentwho can help me here?
CSM Data View Only - Will that count as a license?
In the CSM modules, can I give view only access to specific internal users(employees) ? We have limited fulfiller (internal employees) licenses to take action on tasks. However other internal users could benefit a lot from just viewing the informatio...
How to make the Label in service portal red
Hi I have a label "Please Make attachment mandatory" and I need to display this text in red. Can anybody please let me know how I can achieve that
Reopen cases in CSM
Hi, Is there an option to re-open a closed case in Customer Service? Please let me know Thank you
Resolved! Location reference is not showing any hierarchy associated with Contact record
Hi, In the case form, I have a reference field contact.location trying to show the location of the contact but it doesn't show up. I could see the location record associated with the contact record in the cmn_location table. It looks like there is ...
want to view deafult both work notes and visible comments
i have two fields on case form work notes and visible comments which is journal fields when agent opens it showing only one fields on clicking on journal field only it is showing all. but my requirement was by default it should show both values. c...
