User vs Contact
What is the impact of making all "sys_users" "contacts"
Forum Posts
Download or Export Reports from Service Portal
I am using the reporting widget in our Service Portal to display several reports. I'd like to enable the ability to download or export these reports to PDF/PNG. Is there a way to do this with the OOTB widget?
Resolved! How to hide Annotation Line on Form load.
Hi All, I wanted to hide the Annotation(Line separator) for some specific condition. I have written the below code in UI policy, but still getting the Line: In Execute if true: function onCondition() { my_annotation.style.display = 'block'; } The o...
Reports on tickets to track how much time spent on a case by each assignment group or assigned to.
Hi Team, Need an help to understand how to implement the below functionality. So the requirement is "to track how much time spent on a case by each assignment group or assigned to for a specific ticket'. Regards, Alok sahu
Resolved! Copy comments between Incident and Case
Hi Why: We want all customer interaction to happen through the related Case record.How: Business Rule on both the Incident and Case table (also tried on the task table, with same issue).Issue: The code works, but since it is generating a loop on the ...
Part of the query on u_sam_incident has been ignored because of read security rules on u_sam_incident.account
Hi All, I am getting below error when an end user tries to query the list view on service portal, but when he tries to access the list view on itil view, he is able to see the list of records. ERROR MSG: "Part of the query on u_sam_incident has been ...
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
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 ...
