CSM forum
cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Forum Posts

Reopen cases in CSM

Hi, Is there an option to re-open a closed case in Customer Service? Please let me know Thank you

Community Alums by Community Alums  
  • 1816 Views
  • 2 replies
  • 0 helpfuls

Resolved! Location reference is not showing any hierarchy associated with Contact record

Hi, In the case form, I have a reference field contact.location trying to show the location of the contact but it doesn't show up.  I could see the location record associated with the contact record in the cmn_location table.  It looks like there is ...

Community Alums by Community Alums  
  • 1585 Views
  • 4 replies
  • 0 helpfuls

want to view deafult both work notes and visible comments

i have two fields on case form work notes and visible comments which is journal fields when  agent opens it showing only one fields on clicking on journal field  only it is showing all. but my requirement was  by default it should show both values. c...

find_real_file.png find_real_file.png

Contact not able to edit Watchlist on Service Portal

Hello all I have created a custom Watchlist widget to add only Servicenow users to a Case Watchlist. As a system admin I can add all the users from Servicenow to any Case which works fine(See Screenshot). But When I impersonate a contact and in thei...

find_real_file.png find_real_file.png

Resolved! Creating a case via inbound email action

Hi All, We have a requirement to create a case via inbound email action when from address matches user profile in user table. Use case is like when we send a mail from our outlook to xyz shared mail box, then that shared mailbox will forward that ema...

sukku by Tera Contributor
  • 2712 Views
  • 19 replies
  • 0 helpfuls

How to get encoded query display value

Hi Everyone, I want to get date time fields display values so how can i get it in encoded query . Example: opened on today opened_atONToday@javascript:gs.beginningOfToday()@javascript:gs.endOfToday()

lucky6 by Tera Contributor
  • 2003 Views
  • 12 replies
  • 0 helpfuls

How to give display message in case form using flow designer.

Hello Community; I created one flow designer. it is successfully run. But I want to show(alert/display) flow designer output in form form. So copy the code from code snippets in flow designer and then make a business rule. But this business rule not ...

Harsha1 by Tera Contributor
  • 2572 Views
  • 3 replies
  • 2 helpfuls

How can I customize the ${NOTIF_UNSUB} macro?

Hello everyone,my first question here in the forum refers to the macro ${NOTIF_UNSUB} which is used in the mail template "Unsubscribe and Preferences".The template provides a hyperlink with a predefined mailto content like: mailto:xxx@xxx.de?subject=...

Resolved! How to hide empty variables on Approval form?

Hello Experts! I want to hide unanswered(Empty) variables on the approval from. I have few Service Requests where there are multiple variables created. mandatory ad non-mandatory. I want to hide variables which are not filled by the end user. If it's...

Flybook by Tera Expert
  • 1072 Views
  • 6 replies
  • 1 helpfuls

Jelly syntax for form input controls in UI page

I am creating custom UI page which have input form controls and onclick of submit the data should be stored in table. I have used basic html,css,bootstrap to create this form. 1) I have to display dynamic fields in dropdown from table so how to chang...

kanak by Kilo Contributor
  • 2358 Views
  • 1 replies
  • 0 helpfuls

Resolved! What specific roles can be given to a tester and what roles can be given to a developer to access the test management module?

In my understanding we can give the following roles to any user in order to access the test management module  admin, tm_test_manager, tm_tester, itil. But what specific roles should be given to a tester and what specific roles needs to be given to d...

Resolved! Users not able to view KB Articles

Hello team, I have have users getting this prompt when opening/viewing a KB article: "You do not have sufficient privileges to access this knowledge item".  This has error has just occurred.  Users have been able to open/view articles before however ...

Winnie P by Mega Sage
  • 1775 Views
  • 2 replies
  • 0 helpfuls

Resolved! Not able to install plugins?

Hi All! I want to install 1. Connect Support and Service Portal Integration2. Connect Support Manager's Dashboard3. Connect Support Routing I am not getting in the plugin list. How to do it? Can someone help me? Thank you in advance!