i am trying to configure the agent workspace for CSM but i cannot see the agent inbox. The only way i can see the agent inbox is if the user has the admin role, i have reviewed the documentation but i cannot see which is the role requiered. This is i...
I'm creating a notification on the sn_customerservice_task table that triggers when a task on a case is assigned to a particular set of individuals. In the notification, I want a clickable reference to the task number, but also a clickable link to th...
When I am checking CSM portal in ServiceNow Docs, The Customer Service Portal header includes the Notification link. But When I installed the plugin for customer service portal and logged in I am not able to see Notifications link. Note: I logged...
Hi The Wiki pages indicate that customers can submit a self registration request thorough the portal with or without the registration code. On our implementation of the CSM Portal this appears to be mandatory. I have seen that the field if manadatory...
Hi there, I went through a lot of SN docs and questions on community and yet, I have not been able to find the solution. So below is my query: I have the SNow instance accessible to only internal users and Customer Service Management for B2B customer...
We have an issue at the moment in that the OOOB Roles for Customer Service Management do not allow our CSM agents to create or update contacts. Not all of our Customers are keen to use the Portal functionality and prefer phone and email and this caus...
Dear Now Community, Need to seek your advise how I can set up an Inbound Action following below requirement : Condition should read the recipient on BCC Action is it should create cases depending on the Mapping that would follow the recipient on BCC....
Greetings everyone, Inbound Email Action create new Case on Reply if original Case is closed. Here is the situation I am trying to solve: We have an inbound action to create new Case if special support email is used in “To” or “Cc” field –> working f...
I get error when I try to use Rest API's Put and Patch methods for case table. Could someone let me know how to update cases when there is trigger from external application? I want the script to read case Sys_ids dynamically.
Hi all I have been looking into adding more contract expiration conditions to our OTB New York instance. I am by now means a developer so basic terminology would be greatly appreciated. Following these guidelines; 'When the contract.expiration event...
Hi, I have created a string field WOT number in the cmdb_ci_storage_device form and I have brought the related list storage device in the work order task, When I click on new in the storage device related list of the work order task form, the current...
Hello, There is a widget named "Take Survey" for the Portal. Inside of this there is a part <!-- Survey Intro page --> <div class="wrapper-md text-center intro-text" ng-if="c.state == -1"> ................. ..</div> This Intro page basically generat...
Hi, Can anyone assist me in adding custom integration between CSM-Incident modules? I was looking at the CSMIncidentIntegrations Extension point under Scripted Extension Points and one of the OOB integrations is copying Comments from Incident to Case...
Hello Everyone, We successfully implemented CSM last year. One of the issues we keep having is the difference between submitting cases and incidents. Our customer submits cases. However, our internal employees (who work on the same system as our cust...
I have a survey invite that is triggered when an Incident is set to Resolved. In the survey invite email, I can dot-walk to include the task_id.number and the task_id.assigned_to so that users know that information ahead of time. My survey asks for t...