Field Services - Assigning 2 or more Work Order Tasks to an individual at one time
Is there a way of assigning 2 or more Work Order Tasks to a single engineer when both WOT have similar or overlapping times?
Forum Posts
Resolved! Targeted Communications - Recipient List
Hi We need to sent out a publication via targeted communications that wil involve a subset our our active contacts. It's not possible to select contactg using the condition builder as there is some manual decions to made so we need to upload a templa...
Resolved! Execute operation on API 'AssessmentCreation.conditionTrigger' From Scope Application was denied
I am working on Scoped Application of Customer Services and I tried to create a survey to be sent to the customer after the case has been closed. But I got the following error when the trigger condition is fired. Execute operation on API 'Assessme...
Resolved! How do i concatenate address using business rule.
Hi Team, I have a requirement to concatenate few fields into a string field and i am not sure how i can achieve this. The address field should be concatenated as below. DEUTSCHE BANKTechnik Niederlassung WestField Operations Mobile (T-MRF)Detmolder S...
Update Multiple Cases with Same Notes Simultaneously
In Customer Service Management, is there a way to update multiple cases from a case list (selected by check box) with the same Additional Comment and/or Work Notes? I feel there should be a way to do this but I've not found it yet. Thanks
gs.addInfoMessage in a BR on sys_attachment
Hi,I have some Business Rules that I needed to create to perform management on attachements on knowledge base. Indeed, we just migrated from Eureka to Istanbul and the localization of the knowledge base is radiacally different.So in a source KB, the ...
.update() does not work and returns null
Often fails to update the record fields var req_parent = new GlideRecord('sc_req_item'); req_parent.get(current.request_item.sys_id) req_parent.state = 3; // then I try to update the record var req_id = req_parent.update(); gs.log("##### For " + req_...
Wrap text / other column options on a Dashboard / Report
Hello, I just discovered that my colleague can wrap text in a report / on a dashboard and I can't. How is that possible? He sees this when editing a report: And I see this:I mean, I have no cogwheel and I don't know where to find those options under ...
“External Users” capabilities in unrestricted license model for CSM
Hello Team. Could you clarify the “External Users” (snc_external) capabilities in unrestricted license model for CSM? On file "Madrid ServiceNow Commercial Pricing Policy for Resale Partners.pdf" at "2.2.1 Unrestricted Users"; it mention: "Customer ...
Resolved! Response Templates
Morning Does anyone know if "Response Templates" are only available for the HR module? The documentation mentions HR but then the details is less specific. Thanks
does Virtual Agent require its own license?
Hello, Can someone let me know if the virtual agent activation requires its own license similar to integration hub or does it come as part of the ServiceNow enterprise licensing? Trying to understand how the licensing works for this. Thanks, Martha
Resolved! Add Case number to header on the csm_ticket page
Hi Would it be possible to add the Case number before the short_Description at the top of the ticket page (csm_ticket) I appreciate the ticket number along with other key fields are on the right hand side but it would be good if I could have the cas...
How do you enable the Password Reset feature to the CSM Portal?
Found SNow Documentation on how this is suppose too work, but my login page is not showing the forgot password link. Just trying to use the Out-of-the-box CSM Portal within a personal instance. No Customization at this point. Thanks Marc....
Resolved! Customer service Management - Unknown Users
Hi We have "Create case for non matched user" set to True and when an email comes in from an unknown user/email the case it created but the contact details are blank. We have a guest contact set up, similar to how we did when we were using ITSM but ...
Inbound Action - Update Case Via Reply
Hi What would I need to add to the following so that if the case is resolved (6) but Accept or Reject does not appear on the first line then just set the status back to Open (10). The Awaiting should stay as it is. Thanks in advance. Richard //if c...
