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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?

David Moore by • Tera Contributor
  • 812 Views
  • 1 replies
  • 1 helpfuls

Case Form - Assigned to field is not showing any users

Domain Separated Instance: How to assign customer case records to Internal Users with 'sn_customerservice_agent' role. When a customer A submits a case and when we select internal group as assignment group, the 'assigned to' field not showing any use...

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RT7 by • Kilo Contributor
  • 3203 Views
  • 5 replies
  • 3 helpfuls

How to get next best action guidance on workspace

Hi everyone, I have created next best action rule with recommended next best actions and actions. I have created the associated subflow too, but when I log in with my admin, customeservice_agent user in the csm configurable workspace I still dont see...

JohnDF by • Mega Sage
  • 1128 Views
  • 2 replies
  • 0 helpfuls

Dynamic Reports and Dashboard

Good Day.I need to update the report dynamically based on the caller and schedule a report to be sent to each caller yearly which is in the dashboard. I put a condition in the report filter and but it is effecting the dashboard too. I want to see all...

Priya74 by • Giga Contributor
  • 754 Views
  • 5 replies
  • 0 helpfuls

Users are not able to view survey results

Users are not able to view survey results report built on asmt_metric_result table. The same report can be viewed by the users in UAT but not in production. The roles allocated to the users are same in both environments. When I assessed further, I fo...

How to create a new case when anyone replying to the closed case

Hi There, If anybody replying to a closed case then it should create new case. for now whatever we are replying to closed case it just updating the existing case, but we don't want to update instead it should create new case from that reply email. Th...

wefw by • Tera Contributor
  • 1829 Views
  • 4 replies
  • 0 helpfuls

Resolved! Agent workspace lists order.

Hello,   In the agent workspace, i want to order my lists (i want to show the lists in this order My Cases / My open / ALL / And after some lists that i have already created ( Low priority tickets / requests on hold / unassigned for my group .. )) i ...

Resolved! Multi-Provider SSO update sso sources after the clone

Hi everyone, we are using Azure Active Directory (AAD) for user and group provisioning and for SSO for our instance. Multiple clients has their own SSO sources (Multi-Provider SSO > Identity Providers and there we have a few) (e.g. Company1 uses thei...

Ihor by • Giga Expert
  • 1540 Views
  • 1 replies
  • 2 helpfuls

Guidances and Guided Decision Tree

Hey there, I want to change the look and appearance of guidance outputs. As of now, guidance outputs appear as a long vertical list of items. I want to arrange them into form of column, if possible.   How can I do that? Thanks!

Filtering by TAGS in Agent Workspace list view doesn't work

I have some few Tags which are viewable by me only. When I filter in list view for case table (sn_customerservice_case) by Tag is working fine but, the same when I filter in list view for case table by Tag in Agent Workspace is not working. Can anyon...

neel2 by • Tera Contributor
  • 1218 Views
  • 6 replies
  • 0 helpfuls

Resolved! Agent workspace list doesn"t appear for non admin.

Hello guys,   I just add a new list to my agent workspace, but it is shown only for Admin users, for others users the list steel charging (check the attachement). i have tried the solution in this link (https://community.servicenow.com/community?id=c...