We have SLA's configured for the Parent Cases, whenever a Child case is created for a parent SLA is getting attached Example : For a parent case if SLA timer has start and some time has been elapsed ,after few hours if a child case is created then th...
I need to make comments mandatory when RITM goes for 1st approval only in particular catalog form.We have 2 approval levels but I need to make comments mandatory at 1st level approval only.Can someone help me on this? Thanks in advance.
Hello All, I have created one Multi Row Variable Set(MVRS) in my catalog item, OnLoad of the catalog form, I want to hide few variables on catalog form view but below two statements are not working g_form.setDisplay("variable_name" , false) g_form....
Hi, Community. We are exchanging information on the case by email.I would like to notice that there was a reply from the customer. I want to set the status of the case to Open when the customer replies.Would you please share this implementation metho...
Hello, We are about to configure our CSM module so that our customers can as well log in using our company SSO, howver they will have emails that are not our company's, has someone done this and would like to point me to a material that describes how...
Hi All, We are hiding some of fields from End user on CSM portal on Record producer form, by applying UI policies or Client script, It working on form. But after submitting ticket they are able to see all fields in case details as below, How I can h...
Hi all, Is there a way to report on the time duration between a case being opened (in this instance a Service Request) and the first "human" (not automated) response back to the customer? We use "Additional Comments" to send this "human" comms to a...
I have a CSM portal users where I want to give them access to Employee center. Will that be allowed with out additional licensing? I also want to make few pages in employee center accessible to public (unauthenticated access). Thanks,Raj
I need to update the state of the case automatically to Open when the customer adds additional comments to the case on Awaiting info state. how can i achieve this?
It was brought to my attention that the time tracked against a project in ServiceNow did not match the actual time worked. Below are screen shots and an example to be reviewed. The project is PRJ0044828. The resource plan RPLN0007272 was set for 11/...
I have a True/false field "u_attachment" on sn_customerservice_task table to show if the task contains attachments. Below Business rule was created to set the checkbox, on insert it is working correctly when attaching attachments to the case task, ho...
Trying to grant access to Now SupportUser is activeUser is unlockedUser has email and passwordUser is in ServiceNow MGMTUser updated passwordNot sure what else I need to do provide access
We have a requirement to transfer a asset from user of one account to another user from another account. So I created a 'Target Account' field. Now, If user1 from account1 logs in to portal. selects a asset and raise a transfer request to user2 from...
Is it possible to change the default behaviour view for the activity stream in Agent Workspace? If so, how do I do this?
Hello I am trying to edit this my list filter below on the CSM portal so I can add "My Incidents", "My Change Requests", etc. also to map it to the case table on the side. How do I do that?
