Resolved! Assignment Group access to work notes and additional comments
The assigned group working on the cases must have access to work notes and additional comments on the case.
Forum Posts
I want to check the last update date and time of additional comments (visible to customers) registered by Internal users for cases in a report.
Please,Tell me.I want to check the last update date and time of additional comments (visible to customers) registered by Internal users for cases in a report.Thank you.ケースについて、Internalユーザが登録した追加コメント（顧客に表示）の最終更新日時をレポートで確認したい
Resolved! Advanced Work Assignment - How can you force skills to be primary for assigning, but then user overflow members without the skills if the skilled are unavailable?
Advanced Work Assignment - How can you force skills to be primary for assigning, but then user overflow members without the skills if the skilled are unavailable? WHen setting the skill for each task as mandatory, the assignment works fine, but addi...
Read operation on "X" from scope "Y" was denied, the application "Y" must declare a cross scope access privilege.
Hi Team, I am getting the above error and it is asking me to check with the application author for privilege access. Can anyone help me on this...do I need to manually add that cross scope functionality?..how to do that Thanks in advance..
How to display the workspace banner
Requirement1) I want to display the notification box in the upper right corner to the user to whom I am assigning the workspace.Please let me know, please.(2) I want to change the contents of the notification. Please let me know.
Resolved! Need to copy attachments from Case form to the Email which we send from the case
Hi Team, IF you see below there is an attachment attached to the case form. Our requirement is , once we click on the the 3 dots and select "Email",the attachments which are here should get copied to the email form as below:
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?
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...
