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Hi, When a change request is rejected it should go to "NEW" state but in my case if the change is rejected it goes to "AUTHORIZE" state Could you please let me know how can i fix this thanks siddharth
Hi Team, Could you please provide the solution for below quetion. Q) How to convert case to incident and case to change ? Could you Please provide me the solution for the above question step by step. Thanks in advance. Regards, Krish M.
Hi, I have a JSON stored in a column of a table . I want to read it in script task of Virtual Agent Topic. I am doing the below but unable to get the keys or value, can anyone help with this please? var obj = new global.JSON().encode(reqTemp); //req...
Hello, I am getting SLA breached notifications so i want to unsubscribe for that notification, if i did that only that notification will not trigger all notifications will not trigger? How i can can re-enable after some time in service now?
Hi Team, Is it possible to disable the knowledge article on knowledge base level. Thank you, Akhil.
Hi, We are in Orlando version. I am a beginner in CSM module. As per my understanding CSM is basically deisgned for customer which are external employees. Now we have a scenario where Customer contact via phone Manager of the Account or Product, w...
Hi all, I am new to SLA and I have a requirement set SLA of 2 days for a case to get resolved or else notification sent to managers of agent and to customers. I have already created a SLA and with start stop and pause conditions. How to notify now? ...
We have a requirement to remove a Customer Account from CSM. What is the best practice and if we have an automated script in SN to do so ? e. g we have to manually Inactivate Customer Accounts and Contacts associated, retire assets etc... Any help i...
Hi Team, I have created CSM users and added users to sn_customerservice,customer Role. I need to redirect customer to directly CSM portal whenever login . Could you please provide me the solution for this .is there any oob script availableor do we ne...
I am trying to create a background for a container and size it to be say 1/4 of the page. I am filling in the sizing but in the container and nothing happens (See Container 2 pic) Then I go into Column Properties and change all the sizes to 12 and n...
Hi, I created a data policy which makes two (2) true/false fields "read only" if a specific field in the case form is populated. These 2 true/false fields are not mandatory in order to create or close a case but Agent Workspace is not letting me sav...
Hi While implementing CSM for my client. We realised the customer has lot of assignment rules (say approx. 400-500) based on various combinations. One way is to create them all one-by-one in Servicenow. I wanted to check if there is a way to directly...
Hi, Actually i want to populate Assignment Group using current record reference field data , so in business rule it is working fine by using current.xyz, but while i am trying in Client script it is not working. Can we achieve dot walking in Client s...
Hi, After changing of Assignment Group" , Assigned to field should be clear. How can i achieve this with below scriptings. 1.Client Script 2.Business Rule I tried Onchnage Client script but it is not working
HI Everyone, I am trying to do dot walking on task table , so there i want to get case related fields in business rule but i am unable to get in business rule , same i used in reports there it is working . Can anyone help me on this.
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