How to create cancel request button on the service portal?
I need to add cancel request button on the portal so that when a user click on it, it cancels the REQ Item and go to cancelled state. Can someone help me with code? Thanks in advance
Forum Posts
Resolved! How do I change/update the Agent Workspace Tab text?
We would like to update the text content displayed in the tab of a case opened in Agent Workspace to show a more defining string. In the attached image, all tabs relating to cases show their Case Number, we want to customize this with another field. ...
A Ui Macro icon not appearing for a custom field (added in workspace view through form layout) in CSM Workspace interface.
Hi, I have a custom view for case form which contains custom fields, since the invent of Madrid, I have to put my custom fields in Workspace view to make appear in Agent Worspace interface. Custom fields are not appearing but there's an icon associa...
SLA on case and incident
Hi, I have a question regarding SLAs, and working on cases and incidents. We want to use CSM with ITSM, but are not sure how to handle SLAs when an incident gets created from a case. Let's say we have a resolution SLA of 4 hours. This is attached to...
RBAC - Role Based Access Control functionality is available in Service Now OOB . Please Suggest
RBAC - Role Based Access Control functionality is available in Service Now OOB . Please Suggest
How to make our Knowledge Articles searchable in Google?
We recently moved to ServiceNow and use the Customer Service Management application. We use the Customer Service Knowledge base to publish Knowledge Articles to the web. If we provide the URL to our customers, they are able to access the Knowledge Ar...
Client script : get the value of List Type field value
I am seeking for any direct method to get the Display Value of Glide List type of field on client script. I tried using g_form.getValue('Skills'), but it gave me Sys ids list seperated by commas(',').. I don't want to call GlideAjax to get the value ...
Setting up Approval Process for CSM Cases
Hello, We want to set up Approval process for CSM Cases created using a particular Record producer on sn_customerservice_case table. Does anyone have any advice how to do that? Any ideas are highly appreciated, Kind Regards, Oksana
Create a new Case Type
Hi We are looking to create a new case type as part of our Customer service setup. One thing we don't want to happen though is for the new cases types to show in the main CSM lists but I cant see to find out of this would happen or not. Basically we ...
snc_external user logging into CSM Portal
Hi Trying to configure.setup the login rules and criteria for our new Customer Service Portal (csm). Internal users with roles log on fine and are directed to the UI but when a customer with snc_external logs on the first land on the welcome.do page ...
Creating ATF Test to validate Related List visibility in Agent Workspace but even though the related list is there the test is failing.
Hi, Im trying to create an ATF Test to verify that Related Lists Appear in a consumer record. My Test Steps are: - Create a User - Creates user with necessary roles & permissions- Open a New Form - Open a consumer form in Agent Workspace- Set Field...
Resolved! Agent workspace - New Interaction to populate Assigned to and Assignment Group fields
Hello there - When a User opens a new Interaction via Agent Workspace, how can you pre-populate the Assignment Group and Assigned to fields please, for example if I create a New Interaction then I would like my Assignment Group and my name to appear ...
Resolved! Work around SSO for CSM Login
Hi - Currently on New York, we are setting up the CSM portal and are running into an issue with our standard SSO. When pressing the login button we are briefly redirected to the loginpage before SSO takes us away to another page. I have found a cou...
Resolved! How to display variables in case task?
We have record producers which create Case and we are displaying the Variables in case form(using variable editor). When we create a task for the case, we need to display the same variables in the case task. Is there any way to do it? Thanks, Siva
How to account for customer contacts who belong to multiple accounts?
Is there a way to account for Customer Contacts who are associated with multiple accounts? The situation is that there could be 2 clients who use the same person as a contractor. This person needs access to our Customer Service portal, but not as a p...
