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 ...
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...
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
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...
Hi, In agent workspace save button is not working properly.. Please find the below steps: 1. Create case in agent workspace 2. Click on assign to me, user received the following error (the following mandatory fields are not filled in) 3. Enter the ...
Hi everyone, this may be really simple (I'm hoping it is)I'm redesigning our email that goes out for surveys to our users.I'm trying to include the relevant ticket number (INC ref) and the Short Description of the ticket the survey relates to but I'm...
Hi, Now, I’m researching the difference incident and case.I have checked this site.https://community.servicenow.com/community?id=community_question&sys_id=824a87a9db5cdbc01dcaf3231f9619c7#:~:text=what%20are%20the%20difference%20between%20case%20and%...
Hi all! I'm kinda new at the community here. I hope you can help me out. I'm trying to prevent submission of a record producer if the user has not checked the right answer. By searching in the community I found out this can be done by a "onSubmit Cat...
When using the variable "Attachment" the attachment is not included in the form. In history I see its included: But on the form (backend) I dont see an attachment: On the front (ticket form), I see the attachment in the conversation: But on the sa...
Would like to understand what is the journey for implementing CSM module. Specifically looking for questions to ask new customers who want to start their CSM journey
Hello, We have a requirement to create customer contacts in Azure which will be pushed to ServiceNOW in user table, how can we map them to contacts, Also, while customer admin creates the contacts for their accounts, how can i achieve them to be crea...
Hello, How to convert 24 hours military time to 12 hours AM- PM clock in a Service Request variable. FROM TO 04-08-2021 4:00 PM
I have been searching on a way to get the duration field working for the catalog task and I have found a way to do so. I had to create a new business rule that mimics the "mark closed" business rule for the problem table. After creating the busine...
If there are 3 different accounts A, B, and C. And there are several contacts created under each of these accounts. If person X is working for both account A and account B (for ex: as a vendor/supplier). What is the way that we can follow to achieve ...
I am using the Create Contact record producer to allow customer admins to create additional contacts for their account. I am putting some data validation on the email field to prevent the action if a duplicate email exists in the system. I never coul...
