We're looking to add a department to our instance and this department will need data separation (not domain separation). So only fulfillers of this new department will have access to their records, etc. Will the CSM module provide this feature? Thank...
Hi guys I want to adjust the filter criteria for "Case query for customer". Actualy our customer shouldn't see cases in the customer service portal where a checkbox named u_visible_to_customer is false. I tried to add this filter to the BR and also t...
Hi Team, Can you please help me the below requirement, we are sending an email notifications to customer through event queue, event is fired through business rule, now we want want the some of the users in CC or BCC, how can we add the users in CC wh...
My default work item size is set to 1. For this case channel, I've set the following criteria as a work item size override (for testing purposes): Priority=MediumSize=100 When the agent accepts a medium priority case, it does not consume 100 capacity...
How to hide related list based on condition? My Scenario: We have form Shipment form that Shipment form don't have requests then hide requests related list? Shipment form don't have request ID (filed or variable)but Request having Shipment ID (field)...
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
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...
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...
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 ...
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...
How to populate current date and time in field? Note: that field should be in read only mode. Thanks
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...
Hi Team, How can i make a report Grouped by Day/week/ month. Note: I Don't want to achieved it via interactive filter Orr PA report Functionality . Regards Deepak
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. ...
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 ...
