The CreatorCon Call for Content is officially open! Get started here.

CSM forum
cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Forum Posts

Do you use Cases for internal issues aswell?

Hi, My question is in the title, basically. We have implemented CSM and are slowly switching over customers from our legacy ticket tool and are now at a point where we want to use ServiceNow to provide service to our employees as well. Initially, we ...

Max Nowak by Kilo Sage
  • 1289 Views
  • 2 replies
  • 1 helpfuls

I need to add hyperlink to the below help text

I want to make Servicenow Form word as hyperlink in the below help text so when i click on it it opens in new tab. "Please note that every user in this request must first have a BOX license as perquisite to seeking a control exemption. Use this Servi...

Shahida by Kilo Contributor
  • 1639 Views
  • 4 replies
  • 5 helpfuls

Resolved! Reference field does not show i icon in Agent Workspace

Hello, Could someone explain why some reference fields show an i icon(open record) and some are not? I have custom Case field which is referenced to the parent Case but it is not showing an i icon like the parent field above. Why is this? Thank you i...

Stefan42 by Tera Expert
  • 3237 Views
  • 7 replies
  • 5 helpfuls

Resolved! Can we create a KB article from a Case

Can we create knowledge from CASE? Do we have any UI actions on case form. Because I am not able to see any buttons on case form in both normal UI and agent workspace UI

Salim5 by Kilo Contributor
  • 725 Views
  • 1 replies
  • 7 helpfuls

company and account fields on 'cmn_location'

Hello everyone, While working on an enhancement, I needed to populate the account and company fields, on the 'cmn_location' table, with different values (different account types from customer_account table). After finishing writing my scripts to upda...

stefan28 by Tera Contributor
  • 1042 Views
  • 1 replies
  • 0 helpfuls

AWA Shift Based Assignment

Hi All, I am planning to implement shift based assignment for CSM agents. I see that we have a Workforce Assignment Module to create shifts for customers and then have auto assignment rules to route cases wrt shifts. However I have the following ques...

ナレッジベースの削除

いつもお世話になっております。 ナレッジベースに関する疑問なのですが、ナレッジベースは削除できないものなのでしょうか。 誤って作成したナレッジベースが削除できずに困っております。 どなたかお知恵をお貸しいただけないでしょうか。

makoto1 by Kilo Contributor
  • 929 Views
  • 1 replies
  • 0 helpfuls

Resolved! Module navigation in ATF

Hi, In ATF i want to add a step like open specifications.list while using application navigator there r product specification, service specification modules but how to open whole specifications.list using ATF.    

Community Alums by Community Alums  
  • 1864 Views
  • 8 replies
  • 2 helpfuls

Multiple Views in Agent Workspace

Hello, I need to have 2 views on the same table in the agent workspace. Other than view rules how can I achieve?  Why I am not looking for view rules? Because as per my requirement in workspace lists I have two different names but the table was the s...

Mahesh44 by Kilo Expert
  • 871 Views
  • 1 replies
  • 0 helpfuls