We get the following message when assigning Work Order Tasks."This agent is unavailable during scheduled time. Please select another agent or rescheduled the time." The way we use WOT is that we assign several WOT for an agent on the same "job". The ...
Hi, So I have a requirement to send survey to consumers when case gets closed. The issue is that the user field does not trigger email notification to consumer if the field does not reference to sys_user. I tried dot-walking consumer.email, consumer....
Hello Friends, What role does a user need to be able to create an account contact? in CSM Application. Please help.
I added a client Email Template as below for problem table. In problem record, more->email , the FROM ADDRESS is same as i added in Email client template. But when reply to a mail from Agent Workspace Home, its not working. The mails are receiving fr...
I need to set the Action status to "Blocked by Customer" whenever the Agent resolves a Case for a Customer. This action status should remain until the customer accepts the solution. Now Out of box there are flows governing the action status, and when...
Looking at an Incident that was created from a customer service case we need to see what case created the incident.The person working on an incident needs to see the full case history to understand the symptoms reported by the customer and to be able...
I want all user not to see Work notes in Activity on portal. I couldn't find edit place of Activity on the portal.
out of the box click the + sign then open interaction table but i want add custom table which is extended from case table. is it possible or not please give me solution
can anyone suggest me the process
Hi, I'm trying to understand the built-in Response SLAs for Cases. The stop condition on the SLA is 'Case Acknowledged' = True. Can you please advise when Case Acknowledged is triggered, e.g. what conditions is it looking for? And are they changeab...
Hi all, I am storing the Array in below format. I need Line Id value from each object. [ {'Quantity': '4','Parent':'OR00001','Sku':'Test1','Line Id':'3.00'}, {'Quantity': '5','Parent': 'OR00001','Sku': 'Test2','Line Id': '2.00'} ] please help how to ...
I would like to use an API to create new cases to reach out to external customers. Which API would work best for this?
Hi All, I have a requirement to send survey whenever a case gets solved. I have a problem on trigger condition user field. The documentation states that the user field must reference to the sys_user table but none of the fields reference to the sys_u...
I have some users who would like to see the remaining SLA time when viewing a queue or list of unassigned cases in the agent UI. San Diego added an SLA timer: https://docs.servicenow.com/en-US/bundle/sandiego-it-service-management/page/product/servic...
hi we want to delete remove tab from schedule module in manager workspace. and i also want to know how can i create records in overview and active assessment tabs . can any one help on these things Thanks in advance Regards, Haritha
