Hi, I have a request to allow "Customer Account Managers" to see all cases for their customers. These "Customer Account Managers" will not do any work on cases they just want to see what problems their customers are having and how they are using our ...
We currently have Special Handling Notes on Customer Accounts that have expired but need to be renewed. The problem is that once the note has expired we can no longer see them under the customer account. I know I can go to the list of Special Handlin...
I accidentally created a Landing Page for the wrong workspace (CSM Configurable Workspace), instead for the Agent Workspace. Is there a way to move this page to the correct workspace? What threw me off was that the AW was not available for configurat...
HI all, We have requirement where, All cases created for same accounts are currently accessible by sn_customerservice.customer_admin (Customer Admin) role. But customer want users with sn_customerservice.customer (Customer User) role also have access...
Any idea why some records are showing empty opened_by? This field has default value of gs.getUserID(); Weird thing is the write ACL for task.opened_by includes the admin role. Some users creating case has opened_by populated and some does not have...
I am trying to confirm the purpose of KB Submissions as it is not what I would expect based on what I'm able to find in documentation etc. I am looking for a way for non ITIL users to request knowledge article creation. We have some users who have ...
If I am to deploy CSM within an organization of say 1000 people. Would I need to purchase just one CSM license?
In ServiceNow Platform we today have several modules which are essentially links to external sites opening in a new browser tab. For these modules we use the Link type option - URL (from Arguments:).These are used by Agents as shortcuts to visit freq...
Hi All, Version : PARIS PATCH10 How to check replied email has attachments Or Not in Flow designer. @Ankur @Harshavardhan @Ankur Bawiskar @Anil Lande @Chuck Tomasi @Jaspal Singh @Rohila Voona @Michael Jones - CloudPires @Kieran Anson @Brad Bowman...
CSM seems to be exactly what we need for our organization. Reason for wanting to use CSM is to capture cases and then create related Incidents, Requests, Problems etc from the case. Having a single entry point for the start of any type of TASK. We ha...
Hello all, could you help me to find out why my inbox in AWS is always empty even when the Chat Setup in configured properly to AWS in my DEV instance? I am also creating correct cases But I always get notification to accept the chat only in the ...
Field styles are not working agent workspace but working fine in UI16.
please guide me how to Activate Save button through UI action ..only for the Incident form viewawaiting response ..
HI guys, I am trying to get the Simple List Widget to sort properly. My Display field is Short Description, the Secondary Field is u_trending_status, number What ends up coming out is an Ascending Sort by Short Description. I thought the first S...
Hi, I need to enable the use of template in Agent Workspace but the icon on the right is not shown (under the attachment icon). Do you have any idea of what I should do? Many thanks Paolo
