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Forum Posts

csm configurable workspace landing page

Hi,i have a requirement to show a performance report (daily assigned cases to my team) in the CSM configurable workspace landing page. There exist a report for the same.Can we show the existing report(pivot table) in the performance section of the la...

Resolved! How to edit list view on portal

I have a CSM related portal page and there i have some list view i want to add the field in list view of portal and also wrap one field on portal list view how to do that

Sending Announcement as email notification to User

Hello All, We have one requirement from Customer. Whenever we set up a Announcement for Service Portal, it should be also sent as an email to certain Users who are configured in Can View and Cannot ViewAs far as I checked, its not possible to do it O...

2023-01-04 15_19_31.png
Community Alums by Community Alums  
  • 839 Views
  • 1 replies
  • 0 helpfuls

Resolved! CSM Entitlement

Hi All, In the entitlement I have chosen unit type as Hours and I need to deduct the timeworked on case from the total units and reflect the remaining total time in remaining units field on the entitlement. Do we have any OOB code or functionality ex...

Jaydee1 by Tera Guru
  • 1635 Views
  • 3 replies
  • 1 helpfuls

Configuring Guided Decisions

Hello- I am a bit confused with how to set up Guided Decisions. Creating a virtual agent decision tree, with the virtual agent designer, was very straightforward. I am not sure how the decision trees, decision tree nodes, guidances, etc. work togethe...

Phil22 by Mega Contributor
  • 2119 Views
  • 2 replies
  • 2 helpfuls

Which features are included in "Standard package"?

Hi all,This guide (https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/resource-center/data-sheet/ds-customer-service-management.pdf) gives a very good overview of what's included in which package, but I'm left with a list ...

jjong by Tera Contributor
  • 1929 Views
  • 3 replies
  • 0 helpfuls

Automatically Perform AQI Checklist on Knowledge Articles

Hello, We're are facing the following issue while implementing (or using) the AQI Checklist functionality on our Knowledge Base: - We have round about 700 published Knowledge Article plus 450 still in the pblishing process - We would like to AUTOMATI...

Pia_123 by Kilo Contributor
  • 2135 Views
  • 4 replies
  • 5 helpfuls

Add email in additional comments

Hello,My requirement is that, email received is listed in the activity, but the content of the email is not added into the incident additional comments.When an email is received for a task, the body of the email should be added as additional comments...

shaily soni by Tera Contributor
  • 1512 Views
  • 1 replies
  • 1 helpfuls

Resolved! How to add a button in email notification which will act as a link?

  Hello everyone, I want to add a button in email notifications which will act as a link and after clicking on it, it will redirect the user to a related record.Currently, I've added <button>${URI_REF}</button> in the source code. The button displays...

Notification demo.png
Amol Pawar by Tera Guru
  • 3738 Views
  • 1 replies
  • 1 helpfuls