Hi Team, Below is our requirement. Can you tell how to achieve this? Can you tell how to create onCall for Case Management application? "As a Support Agent, I will need to schedule or assign a case to the "On-Call" for certain groups/teams. As a Supp...
Hello Community, There is a maintain item named as 'Purchase Requisition Request (IT Use Only)' with 2 variables one variable is is_this_for_software_hardware_or_labor with dropdown options as software, hardware, GBS, services and another variable(ch...
We have a record producer and a field named "Classification" which is a Lookup select box type , referencing to a custom table. Reference Qualifier javascript:'u_product='+current.variables.service_backend+"^macd_type="+current.variables.macd_type; ...
Hi, This may be a newbie script question but this is annoying for me. I wrote the script below in the reference qualifier of a group field, but it doesn't work. ----------------- javascript: var gr2 = new GlideRecord("sys_user_group");gr2.addQuery("t...
We have created skills in CSM and have corresponding skill determination rules for it.If a skill is considered mandatory and added to an agent user, does that stop cases except that to not route to the user even if they are available.EG: User A has s...
Hi, I have the following question. Where can I configure the button action in the workspace agent on related list "attached knowledge". In the backend, clicking the "New" button leads us to creating a new record (on kb_knowledge table), and in the w...
Hello SN Community! When a sn_customerservice_case is closed and a client responds to an email, they should receive a notification back to them that their case has already been closed. I have an inbound action setup: With the following code under 'a...
In consumer portal, after registering in self registration sign up page cannot get the verification email and also no email is sent to the system logs - email. email properties - email sending is enabled and email receiving is enabled. And also check...
Domain Separated Instance: How to assign customer case records to Internal Users with 'sn_customerservice_agent' role. When a customer A submits a case and when we select internal group as assignment group, the 'assigned to' field not showing any use...
Good Day.I need to update the report dynamically based on the caller and schedule a report to be sent to each caller yearly which is in the dashboard. I put a condition in the report filter and but it is effecting the dashboard too. I want to see all...
Users are not able to view survey results report built on asmt_metric_result table. The same report can be viewed by the users in UAT but not in production. The roles allocated to the users are same in both environments. When I assessed further, I fo...
Hi There, If anybody replying to a closed case then it should create new case. for now whatever we are replying to closed case it just updating the existing case, but we don't want to update instead it should create new case from that reply email. Th...
Hello, In the agent workspace, i want to order my lists (i want to show the lists in this order My Cases / My open / ALL / And after some lists that i have already created ( Low priority tickets / requests on hold / unassigned for my group .. )) i ...
Hi everyone, we are using Azure Active Directory (AAD) for user and group provisioning and for SSO for our instance. Multiple clients has their own SSO sources (Multi-Provider SSO > Identity Providers and there we have a few) (e.g. Company1 uses thei...
Hey there, I want to change the look and appearance of guidance outputs. As of now, guidance outputs appear as a long vertical list of items. I want to arrange them into form of column, if possible. How can I do that? Thanks!
