We have Special Handling Notes configured for certain accounts. It works well on Agent Workspace when opening a case. But it doesn't pop up when a contact from those accounts initates a Chat and the chat card appears in the Inbox. Is it supported by ...
Hi Folks, I want to know is there any OOB way to block a case with reason 'blocked internally'. I cannot see any blocked state or any UI action to block the case. Any inputs would be helpful
how to I get a second voucher to retake ServiceNow Admin??
Hello. We are creating an incident with API integration when an alert is detected in another system.Currently the timezone is as follows.I would like to set all time zones to Asia/Tokyo, what should I do?â–½Time zoneAt the time of incident creation: UT...
Requirement: As of now, we have a KB ID and short description in approval form. To understand the kb article before approve/reject , i need to add the url of the kb article in the approval form. Can someone help me , how to request for the kb article...
Hello, I have a request to auto close the cases that have been resolved for more than 10 days we have set up a business rule to mark the auto close box once we change the state to resolved, this is working right now, but for the old cases that we hav...
How to grp.addQuery('group', 'sysid') on multiple sysid's ex script //answer = ifScript();//function ifScript() {// var grp = new GlideRecord('sys_user_grmember');// grp.addQuery('group', 'sysid'); //sys_id of group assigned to Approval - Group acti...
I need to show "watchlist" filed after the form is submitted on service portal. (form is a record producer) can anyone help me on this. This is how it looks after submitting the case as of now. can we show watchlist field somewhere here : (attached s...
I'm trying to find a way to close the case when the associated request closes. As case is the parent of request, I thought I could do this via a business rule without scripting. However I cannot get it to work. I've attached screenshots of my busines...
Hi Team, I have created a workflow and after closing on a Catalog Task, I am creating a normal task using "Create Task" activity. Here the Task is getting created but if I update the task in any manner the system is throwing the following error "Erro...
Hi, in customer view can we able to show the related tickets created for the parent ticket or associated tickets? For now, customers can only able to add a comment to the ticket but now they need to view all the related tickets associated .can we cus...
I have done all the setup for virtual agent by installing plugin and assigning role to user to make chat setup. It is coming fine in portal end, but in agent workspace setup I am unable to see Inbox module on my left hand side. Please let me know how...
Hi, we are working on SLA related to task , when the parent case state is awaiting info we need to set the SLA for related case task to 'Paused' state. since only the case record is getting updated with the state the SLA for case task remains unchang...
For a new implementation of customer service - foundation data as the first application module to implement. Isn't it better to import the data , in production and then clone it to lower sub production instances . Any issues or suggestions
Out of the box, ACLs for CSM are configured in a way that external users with minimal roles like (sn_esm_user or sn_customerservice.customer) can still access many of the backend UI pages.Here is an example of an ACL allowing users with the sn_esm_us...
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