CSM forum

How to modify/configure related list Draft email on CSM Workspace ?

Hi Experts, Can someone please tell me how to modify Draft Email related list on CSM Workspace or where we can find Draft Email page. Please find the below Screenshot Thanks

How a non service now user can access a catalog form and submit the request using the form in portal

Hi all, There is requirement. Service now user has to submit a form with basic info on catalog item form. Once the request was submitted, the non service now user should access another catalog item and submit the form. As the second part is not bein...

Resolved! how to add new language in servicenow without translation plugin in PDI

How to add a new language in servicenow without the translation plugin in the personal instance.

Resolved! CSM configurable agent workspace = how configure resolution notes unmandatory?

Hi, My customer wants that cases could be possible to close in CSM agent workspace without resolution notes from the "Close case" button in agent workspace. I managed to configure resolution notes mandatory = false, if case state is changed from new ...

Resolved! Can you combine a Contact and User record into one user?

We are currently using Account/Contact users to assign to our CSM Cases. Sometimes there are cases where an Internal employee might send a request to Customer Service. Right now all the Internal Users are defined in the sys_user table. Right now we a...

Resolved! Different background row colors in lists

How can I change the background color of lists? This is how the "change" list in my prod. Instance look like: This is how i want it to look like (picture from my snow dev instance): It's already working (by default) for the "incident" list, but not...

How to import an excel sheet to a choice list?

Hi, Can someone please provide me with steps on how I can import an excel into a choice list. From the sys_user table, I want to add multiple choices to the Company Code field. FYI - I do not want to create another table and reference it, I want to ...

Contract-linked SLA does not kick in when case is created by account contact

Hi, I have this very weird scenario where depending on the user (contact) that creates a new case, the SLA definition that is attached to the service contract does generate the SLA entry. The setup is like this: I have an SLA Definition against the s...

How can I set a default value of the requesters company on a record producer?

Hi,I am hoping I can get some help here. I have created a Company variable on a record producer with a reference field type. How can I set a default value in the company field (variable) to show the requesters company? on the variable within employee...

Show terms and login conditions popup

I wanna show the terms and login conditions popup on first-time user login to the system on the Native Platform with the "Agree" and "Exit" buttons. Once they accept it, it should not show from the next login.Can anyone help?Thanks.

Resolved! Issue when promoting: Role assigned to group

Hello all, I am facing one weird issue now, this happens in QA environment. In DEV environment, I assign role A to a group and the system auto grant this role to all users of this group. Then I capture the related record in sys_group_has_role to upda...

Notify + Twilio demo integration not working!

Hey Community, hope you are doing well, I'm writing this post because i'm trying to test the Twilio demo integration stated in the public docs: https://docs.servicenow.com/bundle/tokyo-customer-service-management/page/product/customer-service-managem...

Reply to Email option in custom workspace.

Hi Community,When we open a Email of a record in Agent/CSM Workspace, I am able to see Reply/Reply All/Forward options and i can send a reply to that email immediately. By default, these Reply/Reply All/Forward options are not enabled in my custom wo...