Hi We have "Create case for non matched user" set to True and when an email comes in from an unknown user/email the case it created but the contact details are blank. We have a guest contact set up, similar to how we did when we were using ITSM but ...
Hi What would I need to add to the following so that if the case is resolved (6) but Accept or Reject does not appear on the first line then just set the status back to Open (10). The Awaiting should stay as it is. Thanks in advance. Richard //if c...
How this can be done of mass emails for same multiple cases. Assume multiple users have created same cases for knowing benefit plans.so instead of sending individual email,how can i send mass email to users for same request.
I am trying to work out why the corresponding user record for a customer contact is automatically assigned the snc_internal role. Where can I change this to be no role?
Hi I have tried to enable Live chat for CSM portal. After please stand by while I connect you to a live agent. Routing to live agent - It doesnt route me to live agent. I am not able type in Live chat. can you please let me know if I have missed a...
Hey, Does anyone have any input on adding cell phone Service Providers in SN? I know they are listed on "cmn_notif_service_provider" table but how do you know if they work with SN? I have searched but not found anything to answer this question. Tha...
We have a need to notify our agents if a customer comes into the portal and adds an attachment to an open case. I followed the instructions from the accepted solution at How to trigger mail whenever attachment is added for incident, obviously changin...
This script was developed to add users to the watchlist for every case if a Watchlist = True check box is active in their user profile. However this business rule is causing some recursive issues. Based on the feedback from SN I need to stop using c...
To all, I am looking for a method to set up a recipient list based upon a Company Subscription to a Service Offering. My thinking was that I could do this dynamically. I have added a dependent group within the Service Offering fo the Customer. The...
Hi Team, I am trying to auto set assignment group based on conditions but it is not working. The requirement is while creating a new case if Product (Reference field to Product table)= 'Alokproduct' and Feature(Reference field to Product table) = 'Al...
Hi all I have a String field "u_wrnumber" that is populated from the email body using a business rule i need to populate a Reference field "Parent" from the u_wonumber fiild and have tried the following script in a business rule that is not worki...
What is the difference between customer portal, customer service portal and csm. TIA
Dear all, We have created a survey definition as per our requirement. In that we have created few questions in the Survey Designer. Now our requirement is that if any user changes the language of the instance and then try to submit the survey then...
Hi All, g_form.removeOption is not working in service portal for some reason. I want to remove some option on the dropdown2 based on the selection of dropdown1. unfortunately g_form.removeOption is not working and as a result I am seeing all the valu...
I know Customer Service is focused on attending to users external from the company, that is its entire reason for existing. But what about in an example where a support group is attending to both internal AND external customers for the same support? ...