How to add another Tab or Section in Agent Workspace?
Please review the following image. Here how can I add the new tab? Please suggest. Thanks!
Forum Posts
How to hide a module based on a field or group type
How to hide a module in navigation filter ..here I have two applications and they have same role so how can I hide other application?..and there is field and group type which is differentiating these two applications. Thanks in advance...
Which specific role is required to see task_time_worked table
Hello, Users are unable to see data into task_time_worked table. I checked ACL and as per the ACL wm_basic as well as sn_customerservice_agent role assigned stil users are unable to see the data. There is one user who can see the data in this table a...
Resolved! Case task and Case task agent role
Hello, I wanted to check when a Case Task is spawned from a Case is it necessary to assign the case task to a group or user with the role Case task agent [sn_customerservice.case_task_agent]? This particular role provides access to case tasks and rel...
Resolved! How to add new list in Configurable workspace
Does anyone know how to add a new list to Configurable workspace? I want to add a list under work order task and tried it from the menu in the upper right corner, Configure Page > List Setting. And I was able to add a List, My Important list, but it ...
On-Call Scheduling for Case Management application
Hi Team, Below is our requirement. Can you tell how to achieve this? Can you tell how to create onCall for Case Management application? "As a Support Agent, I will need to schedule or assign a case to the "On-Call" for certain groups/teams. As a Supp...
Resolved! How to write if condition in workflow
Hello Community, There is a maintain item named as 'Purchase Requisition Request (IT Use Only)' with 2 variables one variable is is_this_for_software_hardware_or_labor with dropdown options as software, hardware, GBS, services and another variable(ch...
Resolved! Reference Qualifier condition not working on Case form but working on Record Producer
We have a record producer and a field named "Classification" which is a Lookup select box type , referencing to a custom table. Reference Qualifier javascript:'u_product='+current.variables.service_backend+"^macd_type="+current.variables.macd_type; ...
Not able to remove info message in agent workspace
Hi, We have a requirement to disable the info message as shown in below screenshot. I am not able to find which ui policy is displaying this message. We have one UI policy to make resolution notes as mandatory and we have disactivated that. If we ch...
Resolved! Script on reference qualifier using an array.push() go wrong
Hi, This may be a newbie script question but this is annoying for me. I wrote the script below in the reference qualifier of a group field, but it doesn't work. ----------------- javascript: var gr2 = new GlideRecord("sys_user_group");gr2.addQuery("t...
Resolved! Does Mandatory skill for a agent restrict other cases on agent inbox
We have created skills in CSM and have corresponding skill determination rules for it.If a skill is considered mandatory and added to an agent user, does that stop cases except that to not route to the user even if they are available.EG: User A has s...
Resolved! The New Button Configuration in Agent Workspace
Hi, I have the following question. Where can I configure the button action in the workspace agent on related list "attached knowledge". In the backend, clicking the "New" button leads us to creating a new record (on kb_knowledge table), and in the w...
Resolved! Autoreply email on closed csm cases
Hello SN Community! When a sn_customerservice_case is closed and a client responds to an email, they should receive a notification back to them that their case has already been closed. I have an inbound action setup: With the following code under 'a...
Cannot get the verification email and the email sent is not shown in the System logs - email
In consumer portal, after registering in self registration sign up page cannot get the verification email and also no email is sent to the system logs - email. email properties - email sending is enabled and email receiving is enabled. And also check...
Service Request Vs Incident
I have a problem where a lot our users will create a service request that are incidents. Do anybody else deal with this and how do you manage it?
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