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 ...
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...
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...
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...
Hi, CSM customer service agent does not have "Assign to me" option (ui action?) in CSM configurable agent workspace when enabling many cases checkboxes: However, when opening one case (in case / workspace view) "Assign to me" -UI action is shown and...
Hi Team,I have two tables, one is 'sn_customerservice_setup' another one is 'sn_customerservice_codes'.In setup table i have a filed called u_codes which refers to sn_customerservice_codes table.and in codes table i have a field called u_setup which ...
Please provide URL or document where we can find list of user stories (functional requirements) and the corresponding User Acceptance Tests (UAT) and test scenarios per Service Now product.
The "Select a search resource" menu has a couple of options more than I need. The Docs page on the subject reads, "Additional Resources—Tables that can be queried. You cannot add to these. You can see the full list by navigating to Contextual Search...
Hi Team,I have requirement to show the Special Handling Notes configured for the selected "Account" when we are changing the Account field with the same OOB format.I have copied the OOB script and modified as per my requirement. It is working now in ...
Hi All, I have a below requirement: Need to be able to block certain email addresses and/or Domains to not create a case or reply to customer.Need to be able to block certain keywords (in subject or email body) to not create a case or reply to custom...
function onLoad() {//Type appropriate comment here, and begin script belowvar fields = g_form.getEditableFields();alert(fields);if(g_form.getValue("state",'closed')) {for (var x = 0; x < fields.length; x++) {g_form.setReadOnly(fields[x], true);} } } ...
I have two fields one is height and another is weight. Height should only accept two numbers i.e one number before decimal and another is after decimal if not it should show some error. Wight should only accept three numbers i.e two numbers before d...
In the standard UI you can right-click the record header and choose History > Calendar (assuming you have the correct role). Can the history calendar can be made available in the Customer Service Agent Workspace? We are about to implement CSM and ...
I have created record producer on portal to raise csm ticket. On load of form I'm getting error as Failed to initialize plugin: codesample PFA screenshots. Can anyone help me to resolve this ? @Ankur Bawiskar
Hi, There is a requirement on my current project, where an agent that goes to the CSM/FSM workspace, they should only be allowed to read cases from a specific case type and not be able to see other cases from another case typeTo simplify, for exampl...
