I need to set the Action status to "Blocked by Customer" whenever the Agent resolves a Case for a Customer. This action status should remain until the customer accepts the solution. Now Out of box there are flows governing the action status, and when...
Looking at an Incident that was created from a customer service case we need to see what case created the incident.The person working on an incident needs to see the full case history to understand the symptoms reported by the customer and to be able...
I want all user not to see Work notes in Activity on portal. I couldn't find edit place of Activity on the portal.
out of the box click the + sign then open interaction table but i want add custom table which is extended from case table. is it possible or not please give me solution
can anyone suggest me the process
Hi, I'm trying to understand the built-in Response SLAs for Cases. The stop condition on the SLA is 'Case Acknowledged' = True. Can you please advise when Case Acknowledged is triggered, e.g. what conditions is it looking for? And are they changeab...
Hi all, I am storing the Array in below format. I need Line Id value from each object. [ {'Quantity': '4','Parent':'OR00001','Sku':'Test1','Line Id':'3.00'}, {'Quantity': '5','Parent': 'OR00001','Sku': 'Test2','Line Id': '2.00'} ] please help how to ...
I would like to use an API to create new cases to reach out to external customers. Which API would work best for this?
Hi All, I have a requirement to send survey whenever a case gets solved. I have a problem on trigger condition user field. The documentation states that the user field must reference to the sys_user table but none of the fields reference to the sys_u...
I have some users who would like to see the remaining SLA time when viewing a queue or list of unassigned cases in the agent UI. San Diego added an SLA timer: https://docs.servicenow.com/en-US/bundle/sandiego-it-service-management/page/product/servic...
hi we want to delete remove tab from schedule module in manager workspace. and i also want to know how can i create records in overview and active assessment tabs . can any one help on these things Thanks in advance Regards, Haritha
hi, I am new to service now I created a new service portal in that I added create ,update,delete incident widgets. I created 3,4 widgets and I did scripting, Now I have to Do search Incident Records in my service portal.Please give me the answer
Approver name is not showing in approval tab after clicking on publish for knowledge article.We are using OOB workflow so its working proper. Can anyone please tell me what is the issue.
As Fulfillers how can he able to provide Tags on the case lists and case forms. 1.want to see the column "Tags" in the default layouts of the case list 2.want to see the assigned Tags directly on the Case Form (default layout) Thanks in advance. ...
