Resolved! Install Base in CSM
Dear all, Can someone explain the real time usage of a install base? How does it help in CSM? No Product docs references please. I want to understand the concept. Regards, Anish
Forum Posts
How to Manage Holiday schedules sla for different regions
Hi All, We are managing different regions(NA,EMEA,ANZ,MEXICO) in our service-now instance and we have different Holiday schedules as per the different regions. Can any one please let me know how can i configure sla where sla definition will run corre...
Resolved! Close Case button is not working form Service portal to close the case.
Hi Team , I am trying to close the case from Service portal I am receiving the error in console (Error: [$compile:tpload] Failed to load template: case-close-template.html (HTTP status: 404 Not Found)) . Any idea on this please assist on this how i...
Debugging Script in Flow Designer
Hello, I have a requirement to create a case from an inbound email action. I have used Flow Designer to create the inbound action, and that is working fine. I'm trying to clean the email body and remove extra un-related text before populating the ...
Cannot assign cases using Visual Task Board - Invalid task ID
When I was trying to assign a case to an agent using the Visual Task Board, the error message below displays. One thing to note is that it works fine using an administrator user role, but not for sn_customerservice_agent. Also an agent can assign for...
Resolved! How to populate current date and time in field?
How to populate current date and time in field? Note: that field should be in read only mode. Thanks
Resolved! Customer Case Manager can´t see case from other accounts on portal
Hi Everyone, I try to achieve that a customer case manager of account should see case from other account. I have set up a account relation and contact relation with this customer case manager user to the target other account. But when I create a case...
Live Agent Chat with Guest
We are currently investigating the capabilities around Live Agent and I like how an authenticated user can chat with an Agent in the WorkSpace, that agent can then create a case or incident and collaborate with the user on the other end of the chat. ...
Received emails not setting a Target / Inbound Email Action not triggering - after upgrade to Helsinki
Hello,After upgrading our sub production instance (From Eureka to Helsinki) received emails aren't doing anything, they're just sitting in 'ready for update' . I have a bunch of inbound actions setup to target different tables, that were all working ...
Hi Team,how we can import user records with passwords between servicenow-servicenow instances
Hi Team,how we can import user records with passwords between servicenow-servicenow instances
Resolved! Attachment link/URL in worknotes .
Hi Team, How can i achieve the below requirement. When the agent attaches the attachment to ServiceNow, a link to the attachment should get added to work notes. Any help would be highly appreciated . Thanks in Advance. Regards Deepak Bisht
Resolved! Add custom case type in CSM
The client has a need to add Quality as a case type or any other in CSM besides Order and Product. I did not find any documentation or any similar implementation in ServiceNow
Resolved! Do's a a CSM Agent need a ITSM Fulfiller licence to work Incident/Problem/Changes created from a CSM Case?
When using CSM with Service Management the standard agent licence allows the creation of ITSM records from the Case. Can the CSM Agent then work those INC,PRB,CHG records without an ITSM Fulfiller licence?
Setting Up Agent Workspace Inbox
Hi Community, in my dev instance I'm not able to show to the agent case boxes inside the inbox What I expect to see What I really see I've assigned awa_agent role to the user, but cases continue to do not appear. Can you help me? Thanks,Piero.
Resolved! How to use Assignment workbench in Agent Workspace?
Hi everybody, In case form we have this UI Macro next to the Assigned To field : But in the agent workspace, I don't have it. So how to use Assignment workbench in Agent Workspace? Thanks! Sandra
