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...
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 ...
