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Opened By in case showing empty

  Any idea why some records are showing empty opened_by? This field has default value of gs.getUserID(); Weird thing is the write ACL for task.opened_by includes the admin role. Some users creating case has opened_by populated and some does not have...

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What is the purpose of using KB Submissions?

I am trying to confirm the purpose of KB Submissions as it is not what I would expect based on what I'm able to find in documentation etc.  I am looking for a way for non ITIL users to request knowledge article creation.  We have some users who have ...

shannont by Giga Guru
  • 6383 Views
  • 7 replies
  • 6 helpfuls

CSM license?

If I am to deploy CSM within an organization of  say 1000 people. Would I need to purchase just one CSM license?

d Mello by Kilo Contributor
  • 4044 Views
  • 3 replies
  • 2 helpfuls

Agent Workspace - providing list of clickable URL links for Agents

In ServiceNow Platform we today have several modules which are essentially links to external sites opening in a new browser tab. For these modules we use the Link type option - URL (from Arguments:).These are used by Agents as shortcuts to visit freq...

Sushant13 by Tera Contributor
  • 1410 Views
  • 2 replies
  • 1 helpfuls

Resolved! How to check attachments in flow designer

Hi All, Version : PARIS PATCH10 How to check replied email has attachments Or Not in Flow designer.   @Ankur @Harshavardhan @Ankur Bawiskar @Anil Lande @Chuck Tomasi @Jaspal Singh @Rohila Voona  @Michael Jones - CloudPires @Kieran Anson @Brad Bowman...

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chanikya by Kilo Sage
  • 6227 Views
  • 42 replies
  • 2 helpfuls

Resolved! Using CSM to serve internal users from other departments

CSM seems to be exactly what we need for our organization. Reason for wanting to use CSM is to capture cases and then create related Incidents, Requests, Problems etc from the case. Having a single entry point for the start of any type of TASK. We ha...

Resolved! How to display notifications in INBOX of Agent Workspace?

Hello all, could you help me to find out why my inbox in AWS is always empty even when the Chat Setup in configured properly to AWS in my DEV instance? I am also creating correct cases   But I always get notification to accept the chat only in the ...

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Jakub4 by Mega Contributor
  • 3191 Views
  • 7 replies
  • 2 helpfuls

Resolved! How do you sort within the Simple List Widget

HI guys,  I am trying to get the Simple List Widget to sort properly.  My Display field is Short Description, the Secondary Field is u_trending_status, number   What ends up coming out is an Ascending Sort by Short Description.  I thought the first S...

zag by Tera Expert
  • 5330 Views
  • 5 replies
  • 18 helpfuls

Parent Account vs Parent Company Field

When we are creating a new Account in CSM, we can assign the field Parent Account, to build the hierarchy in CSM. However, there is also another field "parent", which is inherited from "core_company", which remains empty in this case. The customer is...

Resolved! How can we add a Shopping Cart experience to the CSM Portal?

We have a requirement to allow customers to add multiple items to one request, aka a shopping cart.For some reason, this is not supported in the CSM portal, as mentioned here in the doco:https://docs.servicenow.com/bundle/orlando-customer-service-man...

Kezza by Tera Expert
  • 3265 Views
  • 8 replies
  • 3 helpfuls

attach a document saved in SharePoint to ServiceNow RITM

is there a way of accessing SharePoint when trying to attach a file in ServiceNow? the workaround we have at the moment is saving the SharePoint document library as a shorcut on the desktop and then navigating to SharePoint that way but wondering if ...

jes123 by Tera Contributor
  • 1619 Views
  • 4 replies
  • 0 helpfuls