What is Entitlement in Customer Service ?
Hi Can anyone explain me what is Entitlement with simple words. I have read the definition on servicenow docs but i still no understand Thank you in advance
Forum Posts
Resolved! How create a support case on behalf of a contact of another account
How do I configure accounts and contacts, so a customer can create a support case on the Support Portal on behalf of a contact on another account? I assume I need to setup a parent/child account relationship? Or Partner account relationship? In addit...
Resolved! Adding the tree_picker attribute to a "reference" catalog variable
Hi, I'm trying to add the tree picker to an "Assignment Group" catalog variable.I'm finding when I add the attribute the reference qualifier is ignored, returning all groupsI wanted to use the tree alongside a simple reference qualifier (type contain...
Moving instance from one datacenter to another
Has anyone moved their instance from one region to another? This is in the works for our organization and we are getting very little information from ServiceNow. We also have not been able to find much written about this kind of move. We are looking ...
Implementing a case to incident relationhip
Has anyone implemented a 'case to incident ' or 'case to request' relationship within CSM. Just interested in feedback and pros and cons. We're planning to add a help desk group in CSM then link to existing L2 support in incident/request for cases...
ServiceNow license cost for not for profit (.org) organizations
Hi all, does ServiceNow offer reduced license costs for not for profit (.org) organizations? Thanks, Jeff Cunningham
Resolved! How to enable contextual search in the Service Portal?
I wanted to know how we can enable contextual search in our service portal. When a user wants to know how to reset the password for a certain program a knowledge base article will show up.
Resolved! Activation of plugins that have "for-fee subscription"
Hi I note that many plugins have no "Activate" button because we do not have a subscription for that application. For example, in our case, Project Management. However I do see other plugins that have the "for-fee" message that DO have the "Activate...
what & why "evt_mgmt_integration" Role is used for?
what & why "evt_mgmt_integration" Role is used for?
Resolved! REST API Incident creation setting priority to High.
I am creating an incident using Rest API, I am was not specifying a value for the priority field and it was automatically setting the priority as 2 - High. I then decided to specify the priority as 4 - Low, it isn't acknowledging my value, it keeps s...
CSM Portal - View Cases shows all accounts for Manager and Admin
Hi Testing the menu link View Cases in our Dev CSM portal and we appear to have an issue. Customers with the role "sn_customerservice.customer_case_manager" and "sn_customerservice.customer_admin" are able to see cases logged for all accounts. Norma...
how to move a user in the active directory to another OU using service now, please help me. with one example
how to move a user in the active directory to another OU using service now orchestration, please help me. with one example
Ticket printing
Hello SN Community, We have just started to work with SN and I wanted to know is it possible to add extra printing options. We are using SN as request platform. When one department are making tickets and other is receiving them. So I wanted to know...
Fetching records between two dates
Hi , I am trying to fetch data based on two dates but not getting any results. Can you update me where i am doing mistake or any option to fetch data. where alert_bin_value and alert_app_value are alert's bin and application name. var alert_create...
Resolved! No users under manage skills module
Hi everyone, I was working skills for customer management and stumbled upon a challenge when assigning skills to users. I created several skills using the manage skills module under csm but there are no users to pick from and assign skills to. Any i...
