Examples on CSM with request Management
Hi! Looking fore som video content (Learning material) on using CSM with request management. Any advice? cheers
Forum Posts
Resolved! How to translate Annotation into french language?
Hi ,We have a requirement to convert a Annotation into its french part : It has been added to the form like below : Kindly help me in convert it to its french word whenever system language is changed to french .
Resolved! CSM Case Blocked by task
If I am correct, a blocking task should prevent the Case from progressing until the blocked task is unblocked (close). As per ServiceNow doc...."A blocking task is something that prevents an agent from making progress toward case resolution. For exam...
Agents can see only their cases
Hello,In my company we have 4 departments ( SAP, Applications etc). Εach department has its own customers. So these Customers are Accounts with Contacts inside them. Inside my company , users of each department are simple users in servicenow with s...
Resolved! Catalog Client Script Hide / Add Choice on Variable
Hi all,I have a catalog client script that is checking if the logged in user has a certain type listed on the sys_user profile. My alert is firing and shows the correct answer, but it is not doing the next steps. I know my Script Include is working,...
Resolved! Add Child Case to Parent UI Action - Help would be much appreciated
Hey Guys Community, does anybody ever used this UI Action "Add" for Adding related Child Cases to the Parent.Its an OOB UI Action by the way. I enabled it for testing a functionality in my non Prod Environment, but either I'm using it wrong or I miss...
Does ServiceNow cloud support Content Delivery Network
Hi, I could like to find out if ServiceNow cloud support CDN? Is there any link to show how can I configure ServiceNow for CDN? Thanks
Knowledge Base file formats
We are trying to set up articles using existing documents and importing them however we cannot import many formats including PowerPoint, Visio, Excel and even PDFs. Is there a way to add these, such as the SYSTEM UI > Embedded Objects, and if so what...
CSM Workspace Header Image Change
Hello Experts,I have a requirement to update our header logo for the CSM workspace.Before our Tokyo update it was working fine but after the update I am unable to update the logo.I have followed the exact same steps: (This solution worked fine before...
Special handling notes for case
Hi All, I want create Special Handling notes for all the escalated cases. kindly guide me with the special handling condition.Thanks in Advance,
Time_worked field on Workspace
Hi. I have the following problem with the time_worked field on workspace.When I save a record on the backend, the time_worked timer field starts counting down from zero. In addition, a record is created on the task_time_worked table. This is how it s...
Add Scoped Application Table to Workspace
Hi,I have a scoped application and table in it.I want this table to be visible in workspace.I've previously worked with CSM Configurable Workspace.So,is there a way to add my scoped table to the list in CSM Configurable Workspace or maybe in ITSM Age...
Resolved! Business Rule on sys_email table that checks sys_user table?
I need to write a BR that checks if there is a value in the User ID [user_id] field in the Email [sys_email] record. If there is no value in the field, then move forward with the check. I have this portion ready. In the Email [sys_email] record, I n...
Resolved! How to remove "consumer info"& "consumer activity" tabs from interaction form (CSM workspace)
Hi, I notice that in the CSM Configurable workspace, on the interaction form, there are 2 tabs "Consumer information" and "Consumer Activity". They seems to appear when the consumer field is populated on the interaction record.I like to remove these ...
Agent Chat Group Notification
Configure Notifications in Agent Chat Hi All,Currently as per my understanding it is not possible to configure who gets the notification upon a live agent interaction request,We want to be sure that requests are handled properly, therefore we would l...
