We have a need to notify our agents if a customer comes into the portal and adds an attachment to an open case. I followed the instructions from the accepted solution at How to trigger mail whenever attachment is added for incident, obviously changin...
This script was developed to add users to the watchlist for every case if a Watchlist = True check box is active in their user profile. However this business rule is causing some recursive issues. Based on the feedback from SN I need to stop using c...
To all, I am looking for a method to set up a recipient list based upon a Company Subscription to a Service Offering. My thinking was that I could do this dynamically. I have added a dependent group within the Service Offering fo the Customer. The...
Hi Team, I am trying to auto set assignment group based on conditions but it is not working. The requirement is while creating a new case if Product (Reference field to Product table)= 'Alokproduct' and Feature(Reference field to Product table) = 'Al...
Hi all I have a String field "u_wrnumber" that is populated from the email body using a business rule i need to populate a Reference field "Parent" from the u_wonumber fiild and have tried the following script in a business rule that is not worki...
My field workers need access to knowledge base articles outside cell range. Is there any way using existing products to cache knowledge base articles or will I have to develop a custom application to do that?
What is the difference between customer portal, customer service portal and csm. TIA
Dear all, We have created a survey definition as per our requirement. In that we have created few questions in the Survey Designer. Now our requirement is that if any user changes the language of the instance and then try to submit the survey then...
Hi All, g_form.removeOption is not working in service portal for some reason. I want to remove some option on the dropdown2 based on the selection of dropdown1. unfortunately g_form.removeOption is not working and as a result I am seeing all the valu...
I know Customer Service is focused on attending to users external from the company, that is its entire reason for existing. But what about in an example where a support group is attending to both internal AND external customers for the same support? ...
Hi, I'm currently setting up a Service Portal, and I would like to be able to pass some data from page to page. On the Homepage I have a drop-down where the user can pick a project they are on and product that they own, and then they click a button t...
We have 2(Dev, Prd) landscape and implement a portal to let our end customer raise case through it. But, we are afraid that the Prd instance temporary have to be closed for 10 hours when we do the major upgrade because enough test is required even...
I have Variable for a Catalog Item that shows a software list in the cmdb_software_product_model table (menu works fine). However, I'd like to only show software that is In Production. Retired and Sold should not show up. On my Variable, I have a ...
Hello, Does anyone have experience with users having both external and internal Roles?e.g. sn_customerservice.customer and itil? I have a requirement for external users to be able to work on Cases as well as ITIL processes (incident, request, etc.) f...
Hi Team, I am getting error logs in the system logs with below message. "Error seen in system logs - "Explicit Roles : External criteria sysID is null: no thrown error". Can someone please advise why the error message is coming and how can we fix it....
