Hi Team, As one of my client requirement, i need to create a new work flow for CSM. which level of access/role is required to manage the case management. which is the highest role for CSM, do we have admin role that applies only to CSM? Need your ass...
Hello, I am trying to add a partner to a existing account. I couldn't get it to work on the Prod instance to I spun up a PDI and tried it there and still couldn't get it to work even though the demo data seems to be working fine ... I think its fair ...
Hello, We're facing an issue for routing an equal ammount of cases to our agents who work in different shifts. For example we have : Agent A : starts at 6:00 AM Agent B : starts at 8:00 AM Agent C : starts at 8:30 AM As soon as Agent A logs in and se...
By default the link for a survey is set to the default SP like below, but in our case we have multiple customer portals (CSM) https://****.service-now.com/sp?id=public_survey&instance_id=123456789 So in my case i would like to sent a link related to...
Hi We have a partner account Set up "Acme Partners" which is linked to accounts X & Y via Account relationship. We have also added one of the Acme partner contacts as a contact relationship under Accounts X & Y When the Partner contact logs onto the ...
Is Response time in sys_log table indicating time in seconds /milliseconds?
Hi Everyone, Created a custom table in scoped application that extended by Case table. My issue is that on CSM Workspace, I want to hide the few ui Actions for custom table which was there for Case table. So, what I did is by using Insert and Stay op...
I would like to remove the priority and state indicators in agent workspace when reviewing a case. Please see screen shot attachment. How can I accomplish this?
Hello, I am new to ServiceNow and a bit confused by various answers already for this question. I have a custom order table (a non-task table) and I want to implement approval process. How would I be able to achieve this? Could it be done using Flow ...
when a contact clicked on request info button on case form in service portal,the case is not moving to next stage.it remains in open stage. please help me.
When the email is received in Customer Service case from people other than contact, agent are not notified with the Case Update. How can we notify the agent when other than contact replies to the case.
Hello everyone, I'm having the following problem:I have to change the field color to red when the user is VIP.But I'm not getting it, I've already created the style and the client script, but I can't change it, neither in the form nor in the table. I...
I have created a new Case Type extended from Case. I want to hide some (or a lot) of the UI Action Buttons on the new case type form within Agent Workspace (i.e. Create Work Order, Create Problem, etc). How can I hide these on just my new Case form a...
Hi All , I have the below enhancement request. Currently internal employee submits the annual renewal letter as an attachment while submitting the Record producer on the service portal which eventually create a case with the attachment. We want to ad...
Hi All, Iam looking for a solution to generate word document from case. When i click on a button it should get values from some of the fields in the case and populate it into a word template. Any help on this one is appreciated
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