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Redirection to CSM portal if user has External role and customer service role

We have 3 different SSO 1) SSO for SP redirection 2) SSO for CSM portal redirection I have tried to update SPEntry page to redirect user after SSO login    But its not working, i am able to get that log as condition becomes true. what is way to redi...

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Community Alums by Community Alums  
  • 2044 Views
  • 4 replies
  • 0 helpfuls

Resolved! CSM Implementation following ITSM

Hi CSM experts  I am going to be rolling out ITSM and CSM shortly and wondered if there were any recommendations out there or potential issues to avoid regarding the rolling out of CSM after configuring ITSM. Also I am going to be implementing Single...

SW7 by Giga Guru
  • 1088 Views
  • 3 replies
  • 2 helpfuls

Business Rule to trigger event

Hello SN Community,  I am trying to trigger an event based off the conditions that the case is closed and the additional comments changes. Currently, it doesn't look like the event is firing at all with my current parameters. I think I am calling it ...

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Apply OCR to PDF articles in Knowledge Base

Hello, I have thousands of knowledge articles out of which more than 500 are pdf articles, but if I search any word from the pdf it is not searchable due to OCR (Optical Character Recognition) issues. It is very difficult to find pdf article from all...

How to check field state validation in ATF testing?

In ATF testing, We need to test for one catalog item and the requirement is like ., There is one field called "group" and the another field called "market" .The "market" field should be visible only when we select for a a specific group in group fiel...

Work Items (Chat Queue) is not visible to Available Agents

Hello, can anyone help me on what I'm missing on my Chat Setup. Work items are created when a user tries to request a Live Agent Chat and the Queue is mapped correctly. However, The work items isn't visible to any Available Agents. Please see images ...

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Community Alums by Community Alums  
  • 1270 Views
  • 2 replies
  • 1 helpfuls

Resolved! Filtering out cases opened by me in service portal

Hi! First post for me. I'm trying to create a filter for tickets in the customer service portal but I get an error message. What I want: What I get:However when I got to ACL to give permissions I can't find sn_customerservice_case.opened_by.Anyone ab...

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Agent Workspace SLA widget

Need to update the SLA widget on the Agent workspace to show Actual Time remaining instead of the Business time, where to configure this?

Nishant16 by Tera Expert
  • 738 Views
  • 2 replies
  • 0 helpfuls

Resolved! Sorry, the page you requested was not found. Error - View all.

Hi Friends,  We are into CSM Application where external users with role "snc_external" and we are using SP default service portal. There are out of the box widgets where users can view all their cases when they will click on view all.    But, When ex...

basantsoni by Kilo Guru
  • 2580 Views
  • 3 replies
  • 0 helpfuls

how to get Left outer join records of a table

Hi Team, I have two tables, I want to get the uncommon(unmatched) records from one table. Table A, two columns or moreP1   S1P2   S2P3   S3Table B, one column or moreS1S2S3S4S5   I want to get the uncommon(unmatched) records from Table B. (I dont wan...

Shankar19 by ServiceNow Employee
  • 704 Views
  • 3 replies
  • 0 helpfuls

CSM Configurable Workspace and Case Type

I have followed the guidance in the Case Types whitepaper, and created a Case Type in it's own application scope, with it's own role. A user granted access to the table via the role can see the table and interact with it as expected in the platform U...

Community Alums by Community Alums  
  • 2948 Views
  • 3 replies
  • 3 helpfuls