Resolved! How to get Manager of Manager's Manager of User as default value
Dear All, How to get How to get Manager of Manager's Manager of User as default value? Please help me. Thank you in advance
Forum Posts
Resolved! Encountering issue with GlideRecord in scoped application
Hi All, I have been working on the inbound actions in CSM and encountered one issue. Let's say there are multiple contact records with the same email id abc@xyz.com, the user only has snc_external role in all the records. When the user sends the emai...
Resolved! Size of Headers Too Long Error
Has anyone else received this error message about size of headers being too long?The User is able to access ServiceNow on Internet Explorer, but not on Chrome and/or the desktop application.
Resolved! Customer admin create new contact
The Manage contacts from the customer portal documentation states that a contact with the sn_customerservice.customer_admin role may create contacts from the 'customer_contacts' portal page. However, a 'new' button does not appear to exist. I spun u...
Resolved! How do you include the Short Description as part of the @mention Email?
I want the Short descritpion to follow email shown here. You have been mentioned by Root Mathew Xagoraris in CS0026575 "Short Description" this is my current code, any thoughts? The code below is in Notification Scripts. Note I added current...
Difference between Customer Service Management v/s Service Portal
Dear All, Could anyone can explain me that what is the difference between Customer Service Management v/s Service Portal v/s domain separation, I know about Service Portal and domain separation, also i have implemented both, but what is the purpose o...
Resolved! Is there a way to duplicate an incident
Sometimes we resolve a ticket and the same exact issue with the same client happens again. Is there a way to duplicated the Closed incident instead of having to manually move all the information from on ticket to a new one?
Is it possible to create a product model type and, if so, what are the ramification of doing it?
My company has a managed services division and I would like to create a product model type for managed services. None of the existing types really fit as we offer products that are saas, on-premise installation and hosted services. These would be t...
How to bulk export published KB articles (including embedded images) to PDF format
Currently the export to PDF feature where all embedded images are missing. Could someone guide me in how to get the images to export out correctly to PDF format? I found a blog in getting a single KB article to include images. But I need to do a bu...
Resolved! Customer Service Agents can not see all Cases
We are finding that certain Cases do not appear for our customer service agents/managers and we cannot figure out why - because we have intentionally restricted nothing. By and large we are running OOB for CSM. As posted elsewhere on this forum, we...
Show Close Case Button when state is Resolved
Hi guys, is that possible to show the Button "Close Case" which is available when the Case state is "open" also displayed when the state is "resolve"? In Which part i have to look deeper? thx in advance
What is the difference between service contract and entitlement in CSM?
What is the difference between service contract and entitlement in CSM?
How Data Policy is different from com.snc.change_management.enforce_data_requirements
What is the actual difference between Data Policy and the property: com.snc.change_management.enforce_data_requirements
Resolved! How to hide the certain Widget based on page in Service Portal.
Hi All, We have requirement where a portal page contains Bookmark widget which is required for displaying few table records but I wanted to hide it ifor one of custom table. ie... I want to hide that widget for one of custom table to display only rec...
Resolved! Custome Service (CSM) role to allow agents to view all cases
Hi All, I have just enabled the Customer Service plugin and given an agent's group the sn_customerservice_agent role, But impersonating as that user, I wasn't able to access all cases but cases created by that agent. Has anyone else come across this ...
