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...
In our team, when we make knowledge articles, we import word documents to a knowledge base and apply CSS to arrange the appearance. We also want to apply << target="_blank" rel="noopener noreferrer" >> to every LINK(URL) in the knowledge articles.*No...
Hello SN Community, I am trying to trigger an event based off the conditions that the case is closed and the additional comments changes. Currently, it doesn't look like the event is firing at all with my current parameters. I think I am calling it ...
Hello, I have thousands of knowledge articles out of which more than 500 are pdf articles, but if I search any word from the pdf it is not searchable due to OCR (Optical Character Recognition) issues. It is very difficult to find pdf article from all...
I want to give users write access to template table so that all users can edit all templates and any user can edit any template is it possible?
In ATF testing, We need to test for one catalog item and the requirement is like ., There is one field called "group" and the another field called "market" .The "market" field should be visible only when we select for a a specific group in group fiel...
Hai Team, I have a Task On customer service Portal, The task is we have Customer Registration in CSM portal, One Specific field is there "Registration Code'', How to Generate an Unique code for Users? Only if registration code enters, then only i'm a...
Hello, can anyone help me on what I'm missing on my Chat Setup. Work items are created when a user tries to request a Live Agent Chat and the Queue is mapped correctly. However, The work items isn't visible to any Available Agents. Please see images ...
Hi Everyone, I am trying to write an OnChange client script that will update the Short Description on a New Case Record with values derived from the form. So far I have the following: function onChange(control, oldValue, newValue, isLoading, isTempla...
Hi! First post for me. I'm trying to create a filter for tickets in the customer service portal but I get an error message. What I want: What I get:However when I got to ACL to give permissions I can't find sn_customerservice_case.opened_by.Anyone ab...
Need to update the SLA widget on the Agent workspace to show Actual Time remaining instead of the Business time, where to configure this?
Hi Friends, We are into CSM Application where external users with role "snc_external" and we are using SP default service portal. There are out of the box widgets where users can view all their cases when they will click on view all. But, When ex...
I have followed the guidance in the Case Types whitepaper, and created a Case Type in it's own application scope, with it's own role. A user granted access to the table via the role can see the table and interact with it as expected in the platform U...
Hi, I'm configuring CSM agent workspace with UI builder. For example I have added component which has list from all open cases. When I click case number link, nothing happens. I assume it should lead to this specific case (open this specific case). S...
Hi, I'm trying to create a report that shows categories on the case table on the x-axis and the average days it takes to solve the cases in each type on y-axis as a bar chart. This is a custom table inheriting from the customer service case table. Cr...
