CSM forum
cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Forum Posts

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...

Notification demo.png
Amol Pawar by Tera Guru
  • 3520 Views
  • 1 replies
  • 1 helpfuls

user stories

Please provide URL or document where we can find list of user stories (functional requirements) and the corresponding User Acceptance Tests (UAT) and test scenarios per Service Now product.

Any way to deactivate Search Resource records?

The "Select a search resource" menu has a couple of options more than I need. The Docs page on the subject reads, "Additional Resources—Tables that can be queried. You cannot add to these. You can see the full list by navigating to Contextual Search...

find_real_file.png find_real_file.png

Resolved! How to block certain emails from automatically generating a response

Hi All, I have a below requirement: Need to be able to block certain email addresses and/or Domains to not create a case or reply to customer.Need to be able to block certain keywords (in subject or email body) to not create a case or reply to custom...

Nishant26 by Tera Contributor
  • 3384 Views
  • 4 replies
  • 1 helpfuls

Resolved! Validation of string field!!

I have two fields one is height and another is weight. Height should only accept two numbers i.e one number before decimal and another is after decimal if not it should show some error.  Wight should only accept three numbers i.e two numbers before d...

Snow Guest by Tera Contributor
  • 791 Views
  • 3 replies
  • 2 helpfuls

Resolved! Accessing the History Calendar in Agent Workspace

In the standard UI you can right-click the record header and choose History > Calendar (assuming you have the correct role). Can the history calendar can be made available in the Customer Service Agent Workspace? We are about to implement CSM and ...

mmongeau by Giga Guru
  • 1578 Views
  • 4 replies
  • 4 helpfuls

How to create read only role possibility of specific case types

Hi,  There is a requirement on my current project, where an agent that goes to the CSM/FSM workspace, they should only be allowed to read cases from a specific case type and not be able to see other cases from another case typeTo simplify, for exampl...

Daniel R2 by Kilo Sage
  • 576 Views
  • 1 replies
  • 0 helpfuls