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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 ...
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...
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...
What are the different portals comes with CSM?
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
In the Chat box how to disable Virtual Agent Messages and allow customer to directly contact the agent using agent chat?
Populate Service Contract and Entitlements on a Case form if we have an entitlement with a product matching what was enter in the "Product" field.
Hi Everybody. Hope you're doing well. I would like to know if you can help creating a simple list widget for my requestes. Thank you so much
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...
Can we monitor rejected Chat in ServiceNow?
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...
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。
When I reply a mail at a case on Agent Workspace, the mail failed to send.The error string said "Missing '<' " I checed the email and found the from field was wrong.The string of from field is like this: encorded email_user_label <email_user_label(no...
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.
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...
