Resolved! CSM with ITSM
If we purchase the CMS standard， we can also use ITSM for free or need more fee for it？
Forum Posts
Service Operations Workspace - Add Additional Comments to Compose
Hi all, We're looking to add the Additional Comments journal field to the Compose section on the Service Operations Workspace for SCTASK records. Our intention is for fulfillers to be working out of SCTASK records, rather than the RITM, and it would ...
CSM "System" not populating product items
Hi I created a product and linked it to an account. When users try to select a product using the system field, the product doesn’t show up. In the DEV environment, everything works fine both external users and admins can see the products. But in QA,...
Change Management
As a service desk agent i want to have access read/write changes to manage my workload effectively. how to fix this?
CSM - Case visibility for Key Account Managers
Hi all, I have a requirement for Key Account Managers to have visibility (read only access would be fine) of cases raised by the accounts they are responsible for. Currently our B2B customers raise cases via the CSM portal, each customer is a contact...
Special handling notes for itil user
Hi Community,The users with role sn_shn.users can view the pop up but what if we have to make it available also for users with role itil. I tried changing the ACL it did not work any other approach for this?
How can I add an automatic comment (as an admin) on a service portal
Hi everyone,How can I add an automatic comment (as a system) on a service portal ?
How to allow public users to submit Lead details without login in ServiceNow
Hi Community,I have created a table flow like this in my ServiceNow developer instance:Lead → Quote → OrderHere’s my requirement:In the Lead table, I want to allow external users (people outside our organization, without ServiceNow credentials) to fi...
Resolved! Notification not triggering from scheduled Job
Hi,I create event register,scheduled job and notification for sn_grc_task for planned end date field(end_date)notification needs to trigger 7 days before and after planned end date, on the planned end date.But notification not triggering. scheduled j...
All fields in the record are appearing as read-only after submission of the form.
After submitting the record producer, the Case record is successfully created. However, the issue is that all fields in the record are appearing as read-only. I’ve reviewed the ACLs, UI Policies, and Client Scripts, but haven’t been able to identify ...
Resolved! How to add a Script to a Search Sources condition.
I want to add a condition using a script to Search Sources of AI Search.If you know how to add it, please let me know.
Show Field on Calendar Event popup
Hi All,I had a task to Show Number field on Popup . On calendar , if you click on any event it shows a popup and need to add number field on it . Kindly help me on achieving this.Thanks in Advance
Resolved! ATF Rollback
Why this "Record Delete " step is used in CSM- Escalate an Account ATF Test case there is no such step present in ITSM. What is the use of this step if ATF already has rollback feature. And if it is deleting the record then after rollback it should ...
Bulk SLA Creation and Linking to Contracts via Transform Maps
Use Case OverviewAutomatically create and link Service Level Agreements (SLAs) to Contracts in ServiceNow by processing bulk data via a Transform Map. The process ensures that SLAs are created if they do not exist and are immediately visible in the S...
