Resolved! How to turn back the "Cancelled" state to "Open" state of Case?
Is the state of case, like 'New', 'Open', 'Closed', 'Cancelled', the un-editable item even with the admin privileges?
Forum Posts
Error MessageInvalid 'Access Control' record even though the selected outside table 'Case' is allowed
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...
How to return the "Cancelled" State of Case to previous state
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?
User ID not updating when other fields are getting updated correctly?
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...
Resolved! CSM Proxy contacts for specific accounts?
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...
Resolved! SLA definitions for CSM in Customer Service v/s Global scope
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 ...
Resolved! How do I set a variable or Multi Row Variable Set on a Case ?
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...
Resolved! Actionable Case Flows
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. ...
Resolved! Call script include in the widget
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...
Can we turn of logic when assigning Work Order Task, for the scheduling part?
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 ...
Resolved! I'm Having issue creating survey in Case table. Is there a workaround?
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....
Resolved! What role does a user need to be able to create an account contact?
Hello Friends, What role does a user need to be able to create an account contact? in CSM Application. Please help.
Added Client Email Template but not working for Agent workspace home reply emails
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...
Need help to dot walk in flow designer
Hi Team, We have a requirement wherein whenever there is an update on "customer_project" record we have to fetch the values of same and put it into "workorder" form. We have a reference field called "customer_project_task" in the "work_order" form wh...
Resolved! Case Action Status on Resolved to "Blocked by Customer"
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...
