Configuring component in contextual side panel in workspace?
I want to configure component in a contextual side panel so that user able to search for existed records in corresponding table? Any Idea.......
Forum Posts
csm configurable workspace landing page
Hi,i have a requirement to show a performance report (daily assigned cases to my team) in the CSM configurable workspace landing page. There exist a report for the same.Can we show the existing report(pivot table) in the performance section of the la...
Resolved! How to edit list view on portal
I have a CSM related portal page and there i have some list view i want to add the field in list view of portal and also wrap one field on portal list view how to do that
Document Intelligence and Flow Designer able to create two records based on one document
Hi All, We are currently looking to implement Document Intelligence and are wondering if we would be able using Flow Designer and the information from the source table, to create two different records based one document. We basically get a large PDF ...
Resolved! Is it possible to chat between Agents in the Agent Workspace?
I would like to work with AmazonConnect and chat with other Agents in Agent Workspace when a call comes in.I don't think connect chat is available in Agent Workspace, but does anyone know of any alternatives?
Sending Announcement as email notification to User
Hello All, We have one requirement from Customer. Whenever we set up a Announcement for Service Portal, it should be also sent as an email to certain Users who are configured in Can View and Cannot ViewAs far as I checked, its not possible to do it O...
create child case From Parent case by updating all the fields Values from Parent table
Hi, whenever a user wants to create a child case from a parent ticket using a related list, after clicking on new the child ticket should show the values from a parent Ticket. this can be done by using the business rules. then in when to run, what co...
Resolved! CSM Entitlement
Hi All, In the entitlement I have chosen unit type as Hours and I need to deduct the timeworked on case from the total units and reflect the remaining total time in remaining units field on the entitlement. Do we have any OOB code or functionality ex...
Configuring Guided Decisions
Hello- I am a bit confused with how to set up Guided Decisions. Creating a virtual agent decision tree, with the virtual agent designer, was very straightforward. I am not sure how the decision trees, decision tree nodes, guidances, etc. work togethe...
Resolved! Set up ServiceNow e-mail account with Office 365 o Auth
Hi Team,can you give me instructions on how to set up an email address in ServiceNow and set it up via office 365 with oauth 2.0. Feel free to send links or videos.BR
Which features are included in "Standard package"?
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 ...
Automatically Perform AQI Checklist on Knowledge Articles
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...
Add email in additional comments
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...
Resolved! How to add a button in email notification which will act as a link?
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...
Resolved! Customer service agent cant "assign to me" multiple cases on list view (see pictures)
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...
