The needs attention flag has been set on a case in agent work space. The flag was set when a comment was added to the case by the person who submitted the case. The operator working the case has added comments but it has not removed the case from nee...
We have an existing CSM impelementation and also just begun encouraging customers to move to the portal for self-service. All customers have existing contacts in the customer_contact table so self-registration is not applicable (the Registration won...
Hi Everyone, I am creating a case via email, when a user sent an email case will be created in service now. Now if the user sent an html content in the email ,is there any way to process that and convert it into plain text in service now. Thanks in a...
I have a requirement where approver must be able to tweak some values of request (variable values for that request) , before approving it. Is there a way to achieve it?
Hi, Is there any options available to hide/disable Templates tab in side bar of Agent Workspace. Actualy we don't want to show this tab for Incident form view in agent workspace.
how can i perform form validation in widget(service portal)
I have set target wait time as 45 sec.Then also available agent is able to accept the case after 45 sec.
We have over 1000 articles written by an ex-employee and we would to change those to the application owner now. If we checkout an article, we cannot see the author option. Any suggestions? Thanks.
Hi - We have a 3rd party support partner who I would like to give access to our Hi portal to enable them to log cases on our behalf of our instances. I have successfully added one account who is new to their team however when trying to add two others...
I'm setting up Field Service Management and I'm thinking about how I'll report on Work Order Tasks. My scenario is non-IT related, with my field agents doing physical activities like cleaning, plumbing and electrical. I can create Work Order Tasks a...
Hello Experts! I have a service request workflow set up where i have few catalog tasks created. I want variable 1 set to mandatory and visible for TASK 1, Stage "fulfillment 1" . Once the task is closed, i want Variable 1 to be read only for the rest...
Hallo community,I need some help pretty please. CSM information seem on the scarce side. Having a hard time understanding the idea behind CSM's oob config and purpose. It seems to be focused on external customers rather than supporting users inside o...
Please help me to understand these terms
Hi, I'm trying to improve our portal menu structure and looks like the CSM Unified Portal Header Menu Widget is the header widget I need.I've added around 10 menu items but only 5 columns are displayed: Does anyone know an easy way of expanding thi...
Hello All - There is a widget in CSM called "Case Related Records" I have done some ACL work so that external Contacts can see this widget if there is an RITM associated with the Case record they are viewing. If the click on the RITM link they get a ...
