Hi, I'm configuring CSM agent workspace with UI builder. For example I have added component which has list from all open cases. When I click case number link, nothing happens. I assume it should lead to this specific case (open this specific case). S...
We have customers set up to be able to view their Case records via the SNOW CSM Portal, but they only see Additional Comments (Customer Visible) in the activity stream. We would like to enable them to see the sent/received emails as well. I have inc...
Hi, I'm trying to create a report that shows categories on the case table on the x-axis and the average days it takes to solve the cases in each type on y-axis as a bar chart. This is a custom table inheriting from the customer service case table. Cr...
Hi all, Kindly share your thoughts, Inputs , ideas, and some solutions Can we implement Procurement Service Management in CSM, Is it Possible ? If Possible : Please advise the possible ways , 1.How can we implement in CSM, 2.what are the relationshi...
Hello All, I'm trying to setup a report in our servicenow system for AWA time out cases. Screenshot attached. What i want to do is to see the time out for only P1 incidents. How can i achieve that. I'm unable to find a filter to select the priority....
Hi Team In AWA, work items are creating but sometimes Assignment Rule and Assignment group showing as empty, but sometimes showing not empty. Not able to debug the issue why it's happening. Providing screenshot please find it. Thanks in Advance! K...
I want to display the request associated with the case on the CSM portal.I can display the request from the case form of the CSM portal by using the related record widget, but I want to change the displayed item, so please tell me how. I was able to ...
Hi!I add a new button in Workspace called "Add article". I have to translate it into Polish. Tried to do this via Translated Name / Field and Translated Text. The second option translates the button name, but only in the table. In Workspace view, the...
Hi All,When we are in a Case record in Agent Workspace, we have requirement to restrict knowledge articles from certain knowledge bases. Say we have one Knowledge Base for external user so whenever an external user search for an article in related se...
I need to mark all emails in my test instance to send-ignored. Is there a way I can do it via bulk update? I have about 58000 emails as such.
i need to deprovisioning user. we have already integrated with azure in service now. now i need to create SR for deprovisioning the user automatically servicenow. can anyone help me.
Hello, I am getting an error as "invaild choice record even though the selected outside table case is allowed " Actually I am trying to update the state choices which are in the global application but I am getting the above error even I am in the co...
All of the example tasks it mentions for UR are internal facing requests, HR, etc. Can Universal Request be used by external customers as part of Customer Management?
Not able to dot walk on table or id field of metric_instance table for reports. Hi we are trying to take the duration of time taken for each state for case table for that we are trying to track it from metric instance table- metric instance.id.then c...
Please review the following image. Here how can I add the new tab? Please suggest. Thanks!
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