I have a case table (custom) where I am trying to report on the number of times a case was re-opened. I am trying to increase the count in the u_reopen_count field by 1 when the case is changed from 'resolved (6)' to any other value excluding resolv...
I would like to hide the buttons "Insert"and "Insert and stay" form the table "sn_customerservice_case". I looked up some info on this forum and found several solutions. They all work fine, except for one little issue. The buttons "Submit" and "Save"...
Hello, After creating a maintenance plan and a maintenance schedule for certain CI records, I am not able to see any Work Order generated for this maintenance plan. Looking at the CSM documentation (Kingstong), under the Maintenance plan section, it...
Hi, I am testing as a user, and I can access to kb_home page, see the knowledge bases, find the knowledge articles, but when I click on one of those knowledges, I don't see 3 main widgets: -Knowledge Article Content -knowledge article helpful -know...
Hi We are just starting to get a feel for the Customer Service Management module ahead of implementation line a few months. On our existing INC, REQ and Calls Forms the priority is driven by the urgency and impact and changes automatically but this d...
I cant seem to get a business rule to work and wondering if anyone can validate my script?So,When a time_card is created I want the default value to be choice 1 which is Application support consultant.The code I've got is... condition: current.isNew...
Hi, We set up an IMAP email account on ServiceNow. When an email gets delivered, it's deleting that email record from the IMAP user email box. I thought the advantage to using IMAP was always supposed to keep the email on the email box on the server...
Hi, I have a field called Service Expiration on Case form. But I am not able to find/locate the same field when I am trying to create the report. Any inputs on how to make this field available for reporting in ServiceNow. Let me know. Thanks An...
Anybody know about any billing application for Service Now? We have in-house billing web where customers can login, see their current and previous invoices/statements and make payments. We would like to move this to our Service Now CSM portal where c...
Is there a way I can make a field read only to specific roles?So for example everyone with ITIL it will show as read only but overridden by admin? ThanksAndrew
Hello, I was wondering if anyone can help me with CSM Social Media integration in ServiceNow This is what I have done so far: I created a new dummy contactCreated a Social Profile in the Contact related link, and added my twitter account URL as y...
I was reading about account and consumer but i didn't get exact difference between them so, please help me!!!
Hello, In the catalog workflow I am trying to add a "check" (if statement) in our hardware and software workflow in which users in a certain group are pre-approved and skip the approval piece in the workflow. Here is what I have so far:(I am not a de...
I have created a record producer, and a portal page but cannot seem to be able to connect them together. Can anyone help?
We have a requirement where SLA's has to be configured to the each case based on few conditions. Also, there is a table to add parent child relationship between cases and the requirement is that whenever the parent is added to a case, the SLA which i...