How can you see the date a person was added to an Assignment Group?
How can you see the date a person was added to an Assignment Group?
Forum Posts
Resolved! "Helpful" Article function in Agent Assist
Hi. Becky postet this question in HR Forum: "In HR Agent Workspace, in the Agent Assist widgets we see articles can be marked as "Helpful". This then shows a "helpful" text on the article card view. However, it doesn't seem to re-order these articles...
Email to PDF
Hello, I have created a button in the workspace to download the emails associated with a case in PDF. I am using the following code for generated the PDF: var html = mail.body.getHTMLValue();var result = new sn_pdfgeneratorutils.PDFGenerationAPI().c...
Resolved! Accounts & Companies - Contacts & Users
Morning Ever since we began moving to customer service Management we have struggled to get clarity around the definitive structure we need to implement to allow the ITSM and CSM modules to fully service both our internal staff and external contacts. ...
Resolved! Changing icon color in CSM Agent Workspace
Hi, I'm doing custom themes and branding on customer's CSM Agent Workspace as this documentation says. What is the custom property (command) in sys_ux_theme CSS for changing colors of "search" and "notifications" icons (see picture attached what I me...
Resolved! How to create Customer Record
Hi All, Could you please help me on below issue. After customer registration done from CSM portal , it will goes to approval. once approval done , system will create a record in user table. Request : customer record should be created in user table i...
Resolved! Filter REQs, RITMs or SCTASKs in a Pending state where the parent Case is Closed
Hello, To verify whether we have a defect on our implementation of ServiceNow, I am trying to produce a list of Catalog Tasks (SCTASKs) or Request Items (RITMs) or Requests (REQs) where: State of the SCTASK/RITM/REQ is [Pending] or [Work in Progress]...
How to associate request to case management
When a request is created for particular catalog item then case should create and whenever the changes happened in case that should be captured in request ritm comments. How to achieve this.. Thanks in advance..
Need to understand how sc_cat_item_company_mtom (Available for companies) table is related to display catalog items on portal
Hi All, We have a requirement in that we need to show only catalog items which are present in sc_cat_item_company_mtom (Available for companies) table. In this table we can create records in that we need to mention catalog item and company. If the lo...
Flow Designer Error - Error While fetching Process plan for the subflow
Hi I am getting below error while executing the flow to create a case. Please help to understand the error and fix it. Flow Designer: Operation(MDM VMD Case.Create Child Case$1.startSub) failed with error: com.snc.process_flow.exception.OpException:...
How to make "Add resolution notes to comments" added by default
Hello, How would you make a copy of the Resolution notes to Comments mandatory? This is what the CSM Manager is requesting so that it only has to be recorded once. Pretty sure she's aware it will send a notification. Thanks, Trish
How to insert hyperlink in additional comments
Hi, I want to insert hyperlink in additional comments , I have seen some code in Internet but it is still sending this as normal text to third party through table api . Can anyone help me how to send hyperlink through table api payload..
Resolved! How to enable CSM agents to create incident records from cases?
Hi, I try to enable customer service agents to create incident records from cases. According to this documentation, it requires Customer Service with Service Management -plugin and roles; sn_incident_read &sn_incident_write to user.I have that plugin...
Redirection to CSM portal if user has External role and customer service role
We have 3 different SSO 1) SSO for SP redirection 2) SSO for CSM portal redirection I have tried to update SPEntry page to redirect user after SSO login But its not working, i am able to get that log as condition becomes true. what is way to redi...
Resolved! CSM Implementation following ITSM
Hi CSM experts I am going to be rolling out ITSM and CSM shortly and wondered if there were any recommendations out there or potential issues to avoid regarding the rolling out of CSM after configuring ITSM. Also I am going to be implementing Single...
