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...
My goal is the following: When a user requests one item from the Portal (just one). OOB the user is being send to the widget SC Order Status to follow the state of the Request. The user has the opportunity to click on the requested item to see more d...
Im trying to automate the fields that are inside a Pop-up window through ATF. Is it possible to do. If so please guide me. Scenario: 1. Creating a new CM ticket. 2. Moving that ticket to RFA. 3. Trying to move that same ticket to On-Hold by a approve...
We have a list of "canned" Agent responses to Customers that we would like to make available to Agents. For example, instead of typing a sentence with 30 words, is there way a way to add these messages to a Chat Response list, and the Agents could r...
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
