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Resolved! When the email is received in Customer Service case from people other than contact, agent are not notified with the Case Update. How can we notify the agent when other than contact replies to the case.

When the email is received in Customer Service case from people other than contact, agent are not notified with the Case Update. How can we notify the agent when other than contact replies to the case.

Richard57 by • Kilo Contributor
  • 883 Views
  • 3 replies
  • 1 helpfuls

How to change the text color of a field

Hello everyone, I'm having the following problem:I have to change the field color to red when the user is VIP.But I'm not getting it, I've already created the style and the client script, but I can't change it, neither in the form nor in the table. I...

Resolved! Export Case fields into word document

Hi All, Iam looking for a solution to generate word document from case. When i click on a button it should get values from some of the fields in the case and populate it into a word template. Any help on this one is appreciated

Harsha M by • Giga Contributor
  • 1333 Views
  • 4 replies
  • 1 helpfuls

Resolved! run server script via workspace client script in UI Action

Hi Experts. I'm trying to custom modal box for review additional comments with [Save] UI Action. (button)I expected to Serverside Script will run after Workspace Client Script running But it doesn't work. (debug alert does not appeared)As above I nee...

Hyohyeon Kim by • Tera Contributor
  • 3365 Views
  • 2 replies
  • 5 helpfuls

File Attachment isn't visible on portal side for end users

Hi Everyone, Facing the issue regarding the file attachment: For End Users : File attachment isn't showing but file is uploading on portal side while creating the case. With that case number under record level attachment is showing. Whereas, For Admi...

Vamshi_ch123 by • Tera Contributor
  • 1610 Views
  • 1 replies
  • 0 helpfuls

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
  • 1350 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
  • 1696 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
  • 3387 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
  • 783 Views
  • 1 replies
  • 7 helpfuls