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Resolved! Need help on CSM internal employee cases

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...

Resolved! how to send notification when sla time elapsed

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?  ...

Resolved! Inactivate Customer Account from CSM

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...

anupamg by • Tera Guru
  • 2835 Views
  • 4 replies
  • 5 helpfuls

How to set auto redirect customers CSM Portal?

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...

Tej krishna by • Kilo Explorer
  • 1838 Views
  • 1 replies
  • 0 helpfuls

How do you change the width of a Container in the Portal

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...

zag by • Tera Expert
  • 3491 Views
  • 8 replies
  • 0 helpfuls

Resolved! Adding multiple assignment groups in one go

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...

How to get Reference field values in scoped applications

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...

lucky6 by • Tera Contributor
  • 2017 Views
  • 7 replies
  • 1 helpfuls

Clear Assigned to value on change of Assignment Group

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

lucky6 by • Tera Contributor
  • 3091 Views
  • 11 replies
  • 2 helpfuls

Dot walking is not working in business rules

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.

lucky6 by • Tera Contributor
  • 1749 Views
  • 8 replies
  • 0 helpfuls

ユーザの「名前」の姓と名の反転について

ServiceNowで表示されるユーザの「名前」について、姓と名を逆に表示させる方法を教えていただけますか。 デフォルトの場合、田中太郎さんは　太郎　田中と表示されるところを、日本の形式にあわせてたいです。  

I-Iori by • Giga Contributor
  • 2166 Views
  • 1 replies
  • 0 helpfuls

Resolved! What is the easiest way to auto approve Service Catalog items?

I have built out 3 Service Catalog items, which are all going to be generally available to end-users in our Org. I do not want anyone to have to approve these requests after they are created. The flows I made in flow designer allow me to adjust stage...

pcrmc by • Tera Contributor
  • 3690 Views
  • 7 replies
  • 2 helpfuls