AWA - Agent Capacity Calculation
Hi Team, How agent Capacity is calculated for Incident for the agents ?I could see Capacity is not decreasing even after resolving the assigned incidents to the agents. Please advise.Regards, Vignesh.
Forum Posts
Resolved! Outbound REST message to Google Chat API returns an error
Hi All,I'm new to ServiceNow and I do not possess any knowledge of coding.I want to send an outbound REST message to Google Chat whenever a P1, P2, and P3 case is created. I have followed the document https://docs.servicenow.com/bundle/rome-serviceno...
How to download the HTML data into PDF format using Ui page
This is the ui page which i have created , when we are clicking on search we are getting some data populated, In the same way if we click on print the whole html page with data should save in one of ServiceNow table and page should download in PDF...
Resolved! Add Description and Short Description to Service Portal widget
I'm still learning the ropes with Service Portal, so I'm looking for a bit of help with this. I think it should be fairly simple. We need the Short Description and Description to show on a widget. Any help would be appreciated! Body HTML: <div ng-if=...
Flow designer taking display value rather than actual value in If condition .
We are facing one issue in the “if” logic of inbound flow designer to check the certain state value. Based on the condition record will be updated . When the flow is executed, “state “ is taking choice display value, rather than value. Label of the c...
Resolved! Users are not able to view cases with role : sn_customerservice_agent
Hello Friends, We are using a CSM application and we are assignment cases to a Group : Support Desk and this group having role : sn_customerservice_agent. There are 16 members in the Group but some members are not able to view cases from backend an...
Resolved! need too add background color for label?
I want to add background color for label with grey color
Resolved! Email log showing the error "Email ignored by 'Ignore sender' filter"
Hi Team, When user is trying to send an email to servicenow, getting an error "Email ignored by 'Ignore sender' filter". I checked email filter is has condition to ignore if header contains "mailer-daemon" or "postmaster". Postmaster keyword was t...
Add text to the banner in Agent Workspace
Is there a way to add text to the agent workspace banner as shown below? It seems that the left side is reserve for the logo and the right side is reserve for the search bar. On the other hand, could I display a message or popup message each time ...
Resolved! e-mail script to use Parm 2 in cc - Need some help
I am using the below e-mail script to use the Parm 2 values in "CC" for e-mail notification. email.addAddress("cc",event.parm2); But, its not sending to "CC" in the e-mail.. Please help..
Resolved! How to remove list entries from the csm/fsm configurable workspace
Hi Can anyone tell me how I remove list entries from the csm/fsm configurable workspace? OOB the list contains CMDB which we don't want to have visible but even though I have marked that as non active in the configurable workspace guided setup (creat...
How to add a dynamic filter to interactive filter on a dashboard?
Hi Guyss!! How to add a dynamic filter to interactive filter on a dashboard? My case is to create a interactive filter to allow users to filter on a user for which they want to see cases related to accounts that they are account team members for. Ple...
Resolved! How do i alter the Case Action Status rules
Hi i have a requirement where i have to change the needs attention flag when user adds a comments on it. To do so i wanted to alter the case action status rules. I didn't find the case action status rules in my PDI. Can any one guide me how to go ...
