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How to hide a module based on a field or group type

How to hide a module in navigation filter ..here I have two applications and they have same role so how can I hide other application?..and there is field and group type which is differentiating these two applications. Thanks in advance...

lucky6 by Tera Contributor
  • 543 Views
  • 4 replies
  • 0 helpfuls

Resolved! Case task and Case task agent role

Hello, I wanted to check when a Case Task is spawned from a Case is it necessary to assign the case task to a group or user with the role Case task agent [sn_customerservice.case_task_agent]? This particular role provides access to case tasks and rel...

Sushant13 by Tera Contributor
  • 1744 Views
  • 3 replies
  • 1 helpfuls

Resolved! How to add new list in Configurable workspace

Does anyone know how to add a new list to Configurable workspace? I want to add a list under work order task and tried it from the menu in the upper right corner, Configure Page > List Setting. And I was able to add a List, My Important list, but it ...

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Takaaki Sawai by ServiceNow Employee
  • 6364 Views
  • 4 replies
  • 11 helpfuls

On-Call Scheduling for Case Management application

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...

Community Alums by Community Alums  
  • 647 Views
  • 3 replies
  • 0 helpfuls

Resolved! How to write if condition in workflow

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...

Not able to remove info message in agent workspace

Hi, We have a requirement to disable the info message as shown in below screenshot. I am not able to find which ui policy is displaying this message. We have one UI policy to make resolution notes as mandatory and we have disactivated that. If we ch...

Anusha35 by Kilo Explorer
  • 568 Views
  • 2 replies
  • 0 helpfuls

Resolved! Script on reference qualifier using an array.push() go wrong

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...

John91 by Tera Contributor
  • 1095 Views
  • 8 replies
  • 4 helpfuls

Resolved! The New Button Configuration in Agent Workspace

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...

Resolved! Autoreply email on closed csm cases

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...

Service Request Vs Incident

I have a problem where a lot our users will create a service request that are incidents. Do anybody else deal with this and how do you manage it?

David Moore by Tera Contributor
  • 774 Views
  • 1 replies
  • 1 helpfuls

Case Form - Assigned to field is not showing any users

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...

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RT7 by Kilo Contributor
  • 3122 Views
  • 5 replies
  • 3 helpfuls