I want a Customer Satisfaction survey to be triggered when case state changes to "Resolved" and the resolution is accepted by the customer. Survey is only sent once per case. Survey link is delivered to the customer via email or shown in the portal. ...
Hi can one guide me or Implemented below requirmentI have a catalog item with two list collector variables. The second variable should display values based on the selections made in the first variable. When multiple options are selected in the first ...
I would like to know the notification conditions and recipients for the notification "Case closed for RP consumers."I understand that the following method is used to create the event that triggers this notification:https://<instance>.service-now.com/...
Hi Community,I’m working with CSM cases and exploring how to handle case handoffs between assignment groups more effectively.The business requirement is: when the assignment group changes, we want an intermediary form or pop-up to capture structured ...
What is the best/OOTB Correct way of setting a default assignment group to be responsible for Cases for one specific Account?Thanks,Vini
Hi Community,I’m trying to publish a public/external Lead form in Service Portal. I’ve tried multiple times but I still get this error on submit:“Something went wrong and your request could not be submitted. Please contact your system administrator.”...
Hello,we are using case types and have extended the sn_customerservice_case table accordingly.Now we see this error message popping up in CSM/FSM configurable workspace (and I believe elsewhere as well): "Info Message: Unable to identify source of th...
We are implementing Customer Services and Filed Service modules and bringing our customer installed base into Assets Management. What would we use to manage spare parts (Material Master in SAP) so that it is linked installed equipment. Should we use ...
We have built a custom field on Case table and currently this field in visible to everyone on UI for all 4 Case Type. There is no any workflow or automation built on this custom field. Now we have business requirement to make this field visible to me...
Hi Community,I’ve been trying to figure out an issue with a Record Producer in my Service Portal but haven’t been able to resolve it. Whenever I try to submit the form, I get the error:“Something went wrong and your request could not be submitted. Pl...
We have an issue we're struggling with in CSM and accounts. The case is that some contacts on an account should only be able to cases that are related to a specific sold product or similar config. We are a large company where 1 client can have severa...
Strange one. Have logged a case with ServiceNow as well but just seeing if it's something obvious I have missed.We have recently installed the Customer Contracts and Entitlements plugin to support adoption of Order Mangagement. With this plugin, it's...
Hello, I am facing an issue with the interaction table acl's. User's dont pass the acl's to write on the state field even though they have the role sn_hr_core.case_writer , specifically for the interaction records that have application Advanced work ...
Hello Community,I am facing an issue with RITM variables. The requirement is that some variables should be populated based on RITM state. What I tried:I created UI Policies to populate variables when the state changesHowever, the variables are not be...
AWS have announced the end of support for Node.js 18.x in AWS CDK. We have a customer that has AWS CCP integrated into ServiceNow and whilst we understand this change will happen in AWS, the OOTB ServiceNow Lambda use this Javascript version and is...
