Many tickets are resolved on the phone with the service desk through relatively quick fixes. However, from recent experiences with several end-users, it seems that many issues may reoccur within a short time, and frequently the individual doesn’t imm...
Hi All, I am receiving the following error when attempting to Machine Translate in the KTT - "Error while performing translation. If this persists, please contact administrator." The plugin dynamic translation is already activated. Please guide/hel...
Hi how to take report on case table in below scenarios. 1) The time taken by a assignee or agent to resolve the ticket from the actual mean time along with the name of the assignee for whom the ticket has been assigned 2) The number of tickets the pe...
Hi all, I have question on Integration. I am using Scripted REST API to consume the data on ServiceNow system. Below is the sample payload. I am able to get the individual attributes like Name, country etc and able to map with target fields on Servic...
Hello, We are progressing through final development stages of the CSM portal in ServiceNow and had the following question: Can external customers (accounts) create/edit/view Change Requests? So far, we’ve only been able to implement C/R cases for ou...
I have one field called "Extended Date" that date should not be day before today. So the issue is when i am using any client script and script include for this it reflect in both Native UI and Agent Workspace in My PDI but When I Implement this code ...
We have an external person who is: set up as a Consumer (csm_consumer) as they are the client on multiple cases.set up as a User in servicenow (sys_user), and accesses ServiceNow in more of an internal role. Both accounts have the same email address ...
Portal: My Requirement is to show all the cases created by specific group of users. 1) I have created one group called "Group External Users" and this group having 4 members with no roles. without roles(no roles) user can able to view only created/o...
Hey there, I am trying to add guided decision tree to Recommended next best actions. I have selected "Interaction[interaction]"as the table in next best actions rule, since I want to get NBA for the interaction record that I create.But I get this err...
Our support portal is used by internal and external users. Internal users have a few more search sources that external. Is there any way to hide search tabs based on user role. OR Is there a way to hide tabs with no results?
Hi All, Please note that my requirement is when a customer raises one case(channel = Web), then the case should get auto-assigned to an agent who has English skill. Even, I want that the agent should get an notification in agent inbox in Agent Worksp...
Does the Service Portal use cookies? Can this be managed in ServiceNow? If yes, how?
How do I find what I'm following? I followed a Demand but am unsure how to locate it again.
Hi There, Can someone please suggest how to show the attachment for two tables if the user has a specific Role? And if the user doesn't have this role they should not be able to see those table attachments. Requirement: Two Tables (change & Problem)...
1. CSM: What's the difference between an "Issue" vs "Case?" 2. Can you identify a company or client within the company, with VIP status - similar to client profile in incident? Thank you....
