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AWA Advance Work Assignment is not working.

Hi All,  Good Day! I was looking for a solution in ServiceNow where I have to route cases/incidents to an assignment group and whoever is an available agent from Group then assigns cases to that agent's. I have read ServiceNow documents and communiti...

basantsoni by Kilo Guru
  • 4458 Views
  • 9 replies
  • 6 helpfuls

Resolved! First Response Time calculation

Hi All, We have a default system generated email to be sent to the customer as soon as a ticket is created. Now if we look at First Response Time metrics , for all tickets it shows met as the system generated email is being considered as first respon...

SanaPR by Giga Guru
  • 4308 Views
  • 1 replies
  • 3 helpfuls

Resolved! Configure list layout in CSM Configurable Workspace

Hi all,I need to know how to modify the list layout displayed in CSM Configurable Workspace (no Agent Workspace) when user drill-down in one of the reports shown in landing page: This layout does not match with layout configured in any of the views...

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Bulk Changing Users Email Domain

Hello, I'm currently working on an email domain migration project and I'm looking into how I can change all the users on ServiceNow in bulk. I have searched around for a way to bulk update users but I cannot find anything. Before I go ahead and chang...

Resolved! CI mass deletion using background script

We have about a number of duplicate CIs which we set on "Archived" status to know that they are duplicate and we want to delete them. Using a background script I want to delete these duplicate CIs meeting the following conditions:1. Status is Archive...

jiral by Giga Sage
  • 5125 Views
  • 7 replies
  • 8 helpfuls

Resolved! "Assign to me" UI action for Request form in Agent Workspace

Hi All, I am looking for the "Assignee to Me" UI Action in the Request form in Agent Workspace. I see this UI action is available for Incident/Change and Problem OOTB for the agent workspace. However, its missing for the request form so that I  could...

Bandita3 by Tera Contributor
  • 1552 Views
  • 1 replies
  • 1 helpfuls

Resolved! access case type created in standard UI in agent workspace

Hi, I have created a scoped case type in standard UI and its working perfectly fine in standard ui. I want same case type to be available while creating case from agent workspace. content from doc site: "Customer service agents can use the case types...

Bushra2 by Tera Contributor
  • 2146 Views
  • 2 replies
  • 2 helpfuls

Issue with a Watermark

  Have an occasionally reported issue with inbound e-mail processing and updating cases, and was able to track down a specific example. In this case there has been back and forth communication with a client on a case. Some of the communication with t...

seanboggess by Tera Contributor
  • 2034 Views
  • 5 replies
  • 0 helpfuls

Resolved! Passing values from ui action to ui page processing script

Hello, I want to create a UI Action and pass the value to UI Page processing page. I created UI Action and UI Page but able to get the parameters to processing script. UI Action UI Page Processing Script Please suggest the way to get the values to...

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Community Alums by Community Alums  
  • 1941 Views
  • 1 replies
  • 0 helpfuls

How to restore accidentally deleted ATF test

I accidentally deleted a test that I wrote in ATF. Is there a way, I can restore the test back.   I used deleted_Records and searched for "*atf", but when tried to recover - I got error Error Message Syntax Error or Access Rule Violation detected by ...

Aruna1 by Kilo Contributor
  • 2023 Views
  • 5 replies
  • 3 helpfuls