Agent Workspace Slow Performance
Hi all, Our agents have reported a slow performance while navigating on the Agent Workspace compared to the instance. Have you faced the same? Any insights on how to improve it?
Forum Posts
Resolved! How to restrict access for user to add specific assignment groups to case forms?
Hi, I'm configuring customer service agent workspace instance to customer. I would like to configure that Customer Service agent could only be able to select specific assignment groups to case form. Basically I would like that Customer Service agent ...
Resolved! List field Update
Hi , I have a requirement where there is a field of type list (Users Who Worked the Case)referenced to sys_user table . There are 3 other fields refernced to sys_user table :Initial Assigned to,Assigned to ,# of Outreach Attempts Needed to Resolve ...
Resolved! How to configure list layout in CSM agent workspace?
Hi, How I can configure list layout in CSM agent workspace? I thought this would'v been possible by changing list layout of this specific table from back end's slushbucket, in this case from table sn_customerservice_case_list.do, but changes I do the...
Resolved! Domain Separate sys_email_layout
Hi folks, I want to override this NOW logo in all notifications and company address (at the bottom) in email layout Employee notification layout We have domain separation and I created a clone in sys_email_layout and sysevent_email_template with nece...
How to use dynamic variables in case templates?
Hi, We've currently setup case templates that automatically add comments, and change fields however cannot use dynamic variables and was wondering if there was a way. Using Response templates seems to solve this but you cannot pin them so you have t...
Response template in agent workspace?
Can anyone help me to understand Response template in agent workspace
Is it possible to restrict to specific values in the reference field filter
Hello experts, Please can someone tell me if it's possible to have condition when selecting value for reference field filter? For example, I have a reference field GeoUnit Country that is referencing the location table. What I realized that, the drop...
Resolved! How to Hide a field in email notification?
I have created a email notification script in parent table and when i tried to add or remove any variable, it is reflecting in all email notification (child table). But when the child table do not contain the variable which i newly added is showing a...
How to rename the View name in list layout?
I have created a view named " default view" . I have to rename it . But there is no option found. Can someone help me how to rename the view name which i created.
Resolved! How to set view to "Workspace view" as default to user?
Hi, I'm implementing CSM module to customer. I'v configured all the case form layouts ect to CSM agent in Workspace view. When dummy user tested this module, the CSM agent default view somehow changed to Case view, and because of this, configures I'v...
Reference site for Service Portal design
Is there a website where I can see a list of demos like demohub as a reference for the CSM Portal application? Is there any site that can help us as we currently do not have access to Demohub?
Weighted Value Calculation Framework
Hi, I have a table with field 'priority'. 'Priority' depends on multiple other field values that from the table's related list records or record type field's value under same record. Planning to give those fields arithmetic values then bringing a ...
Resolved! How to configure what lists are shown in CSM agent workspace?
Hi, I'm configuring CSM agent workspace. How I can configure what lists are shown in CSM agent workspaces list view? (see picture attached). I don't want to create new list view, I don't want to configure lists what are shown there, I just want to hi...
What is the difference between CSM and FSM in ServiceNow
I would like to understand how is CSM and FSM different from a data-model perspective. Could someone give me some idea on this please.
