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.
Forum Posts
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...
How can I see an Incident's parent case?
Looking at an Incident that was created from a customer service case we need to see what case created the incident.The person working on an incident needs to see the full case history to understand the symptoms reported by the customer and to be able...
I want to know how to edit the display of Activity on the portal.
I want all user not to see Work notes in Activity on portal. I couldn't find edit place of Activity on the portal.
how to add custom table which is extended from case table in the csm workspace. is it possible or not
out of the box click the + sign then open interaction table but i want add custom table which is extended from case table. is it possible or not please give me solution
how to TRIGGER A EVENT WHEN sla BREACHES IN SERVICENOW and trigger notification incase table
can anyone suggest me the process
Resolved! Case Response SLA
Hi, I'm trying to understand the built-in Response SLAs for Cases. The stop condition on the SLA is 'Case Acknowledged' = True. Can you please advise when Case Acknowledged is triggered, e.g. what conditions is it looking for? And are they changeab...
Resolved! Parse Nested Array
Hi all, I am storing the Array in below format. I need Line Id value from each object. [ {'Quantity': '4','Parent':'OR00001','Sku':'Test1','Line Id':'3.00'}, {'Quantity': '5','Parent': 'OR00001','Sku': 'Test2','Line Id': '2.00'} ] please help how to ...
Which API do I need to create a new case in ServiceNow
I would like to use an API to create new cases to reach out to external customers. Which API would work best for this?
How can I trigger survey notification in Case table?
Hi All, I have a requirement to send survey whenever a case gets solved. I have a problem on trigger condition user field. The documentation states that the user field must reference to the sys_user table but none of the fields reference to the sys_u...
display SLA timer in csm case list view
I have some users who would like to see the remaining SLA time when viewing a queue or list of unassigned cases in the agent UI. San Diego added an SLA timer: https://docs.servicenow.com/en-US/bundle/sandiego-it-service-management/page/product/servic...
how can i remove tabs from manager workspace
hi we want to delete remove tab from schedule module in manager workspace. and i also want to know how can i create records in overview and active assessment tabs . can any one help on these things Thanks in advance Regards, Haritha
How to search incident records by using widgets on seperate created portal
hi, I am new to service now I created a new service portal in that I added create ,update,delete incident widgets. I created 3,4 widgets and I did scripting, Now I have to Do search Incident Records in my service portal.Please give me the answer
