We have a new segment of our company using sn_customerservice_case records for their external customer Support Tickets. We have a need for them to open Child Problem records as needed, and I cannot get the Problem form to pull in some of the fields w...
OOB there is a dynamic filter to get one of my company. This filter uses the function getCompanyID(), which returns the company of the login user. To be used in reports on Case, how to get my account as well as child accounts tagged to my account ...
Hello All, I am not able to submit a record producer from the service portal page, I do not understand what is the problem, I am able to submit from the native page but when I was trying to submit it from the portal page it doesn't show any error b...
There's feature in New York release - Send email responses directly from cases as per following documentation link: https://docs.servicenow.com/bundle/newyork-customer-service-management/page/product/customer-service-management/task/respond-cases-rep...
Hi Team Could you pls help me to Copy the attachment in Incident from One instance to another Using Rest. As I am very much new in Integration, I have gone through the few links from which I wrote the BR In Incident Table. But not sure about the Rest...
Hello, I would like to implement the ability for those users on the Watch List of a Case to be able to access the Case on the CSM portal, and add comments, similar to how the contact of the case can do it. Is my only option to go the route of this H...
Hi, My team is managing two different ServiceNow instances (A and B), and therefore we have two different account to connect to Hi Portal (One account to Hi portal (email address.com) giving access to instance A and another account (email address.be)...
Hi Team, I know that there's not an option for setting a Menu Item to open in a new tab. I tried to update _blank and _spd in the URL target field in menu item form but it is not working and on click it is opening in the same tab. Any input is highl...
Dear All, How to get How to get Manager of Manager's Manager of User as default value? Please help me. Thank you in advance
Hi All, I have been working on the inbound actions in CSM and encountered one issue. Let's say there are multiple contact records with the same email id abc@xyz.com, the user only has snc_external role in all the records. When the user sends the emai...
Has anyone else received this error message about size of headers being too long?The User is able to access ServiceNow on Internet Explorer, but not on Chrome and/or the desktop application.
The Manage contacts from the customer portal documentation states that a contact with the sn_customerservice.customer_admin role may create contacts from the 'customer_contacts' portal page. However, a 'new' button does not appear to exist. I spun u...
Dear All, Could anyone can explain me that what is the difference between Customer Service Management v/s Service Portal v/s domain separation, I know about Service Portal and domain separation, also i have implemented both, but what is the purpose o...
Sometimes we resolve a ticket and the same exact issue with the same client happens again. Is there a way to duplicated the Closed incident instead of having to manually move all the information from on ticket to a new one?
My company has a managed services division and I would like to create a product model type for managed services. None of the existing types really fit as we offer products that are saas, on-premise installation and hosted services. These would be t...