Use case: We have created a new case type (new table extending the base Case table) and we would like to show the same Agent Assist there that is OOB available in the base Case table when using CSM Configurable Workspace. I have followed the steps he...
I have a requirement to share the forward schedule of change report to our existing customer base through customer portal. I created a new report (FSC), shared it with Everyone and then published it. In CSM, I created a UI Page, embedded report widge...
Hi Community, I am looking for the advice regarding predictive intelligence implementation. I am using predictive intelligence to predict the category, priority and assignment group fields based on the short description field in case .For this I wi...
Required a regular expression for phone number which has 10 digits mandatory and no constantly repeating numbers i.e. 11111111111 etc
Is the state of case, like 'New', 'Open', 'Closed', 'Cancelled', the un-editable item even with the admin privileges?
Hello Everyone, I am getting this error "Invalid 'Access Control' record even though the selected outside table 'Case' is allowed. A table level Access Control on an outside table cannot contain a condition or script. Only roles are allowed" Below is...
Some users are mistakenly clicking the "Cancel" in the case window of Agent Workspace. There are no re-comfirming pop-up and the case going to dead-end. So, I am asking how can we recover this mistakenly "Cancelled" case?
Hi SN Community, I have an issue regarding User ID(user_name) field value not updating when other fields are getting updated correclty.Here is the BR script that is responsible for creating/updating the record: Consumer email was updated but the Co...
Is it possible for a proxy contact [sn_customerservice.proxy_contact] to only open cases on behalf of specific customers? When enabling the CSM Extension for Proxy Contacts (com.snc.csm_proxy_contacts), you are able to assign the sn_customerservice.p...
Hi All, We're creating SLA definitions for Case management. I would like to know whether we should create those under Customer Service scope or Global scope from best practice perspective. And what are the advantages/disadvantages associated in each ...
I need to create a Case through a server script where I need to set variables and a multi row variable set. I am unable to set the variables on the Case. How do I set the variables on the Case ? Here is the sample code: var gr = new GlideRecord("sn...
Hi When using actionable case flows the OOB "Set Needs Attention if additional comments are added by others" marks a case as needing attention when a member of our Service Desk Sends a comment to the Contact on behalf of another member of the team. ...
Hello All, I am creating a widget and calling a script include but getting this error. Widget Server script (function() { var parentId = $sp.getParameter('sys_id'); var listOfCaseTasks = []; data.display = false; var taskGr = new OMTManagment...
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....
