Resolved! Need to update the state of Case when Customer responds
I need to update the state of the case automatically to Open when the customer adds additional comments to the case on Awaiting info state. how can i achieve this?
Forum Posts
Resolved! Resource Plans / Time Cards Error
It was brought to my attention that the time tracked against a project in ServiceNow did not match the actual time worked. Below are screen shots and an example to be reviewed. The project is PRJ0044828. The resource plan RPLN0007272 was set for 11/...
If task has attachments
I have a True/false field "u_attachment" on sn_customerservice_task table to show if the task contains attachments. Below Business rule was created to set the checkbox, on insert it is working correctly when attaching attachments to the case task, ho...
Why can't a user login to now support
Trying to grant access to Now SupportUser is activeUser is unlockedUser has email and passwordUser is in ServiceNow MGMTUser updated passwordNot sure what else I need to do provide access
I want to Make cases visible to useres belong to Account and users belong to target Account(custom field)
We have a requirement to transfer a asset from user of one account to another user from another account. So I created a 'Target Account' field. Now, If user1 from account1 logs in to portal. selects a asset and raise a transfer request to user2 from...
Resolved! how to default the activity stream view on agent workspace
Is it possible to change the default behaviour view for the activity stream in Agent Workspace? If so, how do I do this?
Where can I edit the My list filter widget?
Hello I am trying to edit this my list filter below on the CSM portal so I can add "My Incidents", "My Change Requests", etc. also to map it to the case table on the side. How do I do that?
How to redirect user to login page when user is not logged in to portal?
Hello, I've been trying to do this by unticking the public option so that anyone who isn't logged in will go to the login page by defaultIt sure works for admin users but not sure why it won't do the same for customer roles. Is there any other way to...
Resolved! Difference between CSM Configurable Workspace and CSM Agent Workspace?
Hi Experts, Could someone provide the below information: 1) Difference between "CSM Configurable Workspace" and "CSM Agent Workspace type"? 2) How to check the workspace type I am using? I mean is it agent workspace or Configurable workspace? 3) Is ...
CSM Workspace - Save & Exit UI Action
Hi I have been asked t add a "Save * Exit" ui action to the case form in the CSM workspace as there is not one OOB. Having made copy of an existing save & exit ui action and made it a form button for the workspace it appears fine, it saves the data o...
script add a role to a User
I want to write script to add a role to a User, thanks
Why is my Case table not extensible?
Hi SN Community, I have a client which is looking to extend the Case (sn_customerservice_case) table using the Case Types plugin, but I noticed that the Case table is not defaulting as extensible. Now, I can always update the table myself and extend ...
Resolved! Copy Original Email from Case to Task so email can be Replied/Forwarded in activities stream.
Hello! We have cases that are generated via an inbound action which trigger a child task to be created. From this task, we would like to reply to/forward the original email (currently resides on Case) via the activity stream. All efforts to copy th...
Resolved! How can we access or view case responses if we closed the case? We have tried several options, like defaulting the case status back to Ready when a response was provided but this just caused our case aging to grow and we were receiving just comments
How can we access or view case responses if we closed the case? We have tried several options, like defaulting the case status back to Ready when a response was provided but this just caused our case aging to grow and we were receiving just comments ...
Use regular text editor instead of tiny MCE editor on knowledge article comments
The OOB Knowledge Article Comments widget uses a MCE editor for the user to fill in the text box on the portal. But it makes the comments on the platform side include html tags so if a user goes kinda crazy with the MCE editor it makes the comments h...
