I need to set the Action status of a Case to 'Needs Attention' and autoclose to 'False' whenever the resolved case resolution is rejected by the user on the portal. How should i achieve this? Also, the corresponding record change needs to be captured...
Hi Community!I try to figure out why on my custom table which i extended from sn_customerservice_case and has no own ACLs on it following code is not working as i would expect: var record = new GlideRecord('sn_customerservice_standard_case'); record....
Hi , How to change agent workspace icon on address bar as well as how left side bar color also on top need write after banner image in ServiceNow.
Hi There, I have a requirement where if the user select month and year from a calendar for viewing a report, we should validate if the selected month falls between his actual start date and end date(u_start_date and u_end_date). I have written a scri...
How can we disable the customer satisfaction surveys sent out for the reopen tickets?
I've been in the ITSM wheelhouse for the last few years and had little interaction with 'Customer Facing' side of SNow. I'm trying to figure out what the difference is between Customer Service and Consumer Service. My other issue in line with this is...
Hello, I get the following error(in attachment also) that I cannot create more than one SMTP email account in ServiceNow. Is there a reason for this? Error: An SMTP already defined. There can only be 1 SMTP Server. Scenario: We want to send DoNotRep...
Very recently we have loss the functionality where if you hover over/click a Knowledge article's image, the image would expand into its own window and display larger than the image in the article. I was told by our Consultants that this functionality...
When working cases we haven't been using Related Search, but it looks very interesting, Can someone answer these questions I have?: Can you configure which knowledge bases are searched?What are Questions, and how do you set them up and make them sear...
Hi, Community I want to change user_name(user id) of a contact.What is the impact of changing the user id of contact, for example the contact may not be able to access the case... like others. Thanks.Meri
Is there a way to restrict a form section according to what assignment group is assigned. The scenario is as follows - We have two separate development teams that require two different groups of fields in order to track and process a Case Task prope...
Hi everyone, We need to send massive emails from Workspace. I have checked Targeted Communications but it's related to articles/publications, create different notifications, etc... I don't know if it the best solution for doing that. Has anyone been ...
Hi Experts, I have created a custom related list where all the contents are visible and getting data from another table.But it's not visible in workspace view. Any help would be appreciated. Thanks.
I'm familiar with ITSM and new to CSM. In ITSM I used to set up service portal in such a way users with snc_internal role can access their incidents and interact with it via sp. What is the equivalent role in CSM where an internal user can just see t...
We have SLA's configured for the Parent Cases, whenever a Child case is created for a parent SLA is getting attached Example : For a parent case if SLA timer has start and some time has been elapsed ,after few hours if a child case is created then th...
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