CSM forum
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Forum Posts

Ask a Question

How to make our Knowledge Articles searchable in Google?

We recently moved to ServiceNow and use the Customer Service Management application. We use the Customer Service Knowledge base to publish Knowledge Articles to the web. If we provide the URL to our customers, they are able to access the Knowledge Ar...

Client script : get the value of List Type field value

I am seeking for any direct method to get the Display Value of Glide List type of field on client script. I tried using g_form.getValue('Skills'), but it gave me Sys ids list seperated by commas(',').. I don't want to call GlideAjax to get the value ...

find_real_file.png
Gurushant2 by • Mega Contributor
  • 1799 Views
  • 5 replies
  • 0 helpfuls

Setting up Approval Process for CSM Cases

Hello, We want to set up Approval process for CSM Cases created using a particular Record producer on sn_customerservice_case table. Does anyone have any advice how to do that? Any ideas are highly appreciated,   Kind Regards, Oksana

Oksana_B by • Kilo Contributor
  • 3887 Views
  • 2 replies
  • 0 helpfuls

Create a new Case Type

Hi We are looking to create a new case type as part of our Customer service setup. One thing we don't want to happen though is for the new cases types to show in the main CSM lists but I cant see to find out of this would happen or not. Basically we ...

Richard T by • Kilo Guru
  • 2105 Views
  • 2 replies
  • 5 helpfuls

snc_external user logging into CSM Portal

Hi Trying to configure.setup the login rules and criteria for our new Customer Service Portal (csm). Internal users with roles log on fine and are directed to the UI but when a customer with snc_external logs on the first land on the welcome.do page ...

Richard T by • Kilo Guru
  • 1567 Views
  • 4 replies
  • 0 helpfuls

Resolved! Work around SSO for CSM Login

Hi -   Currently on New York, we are setting up the CSM portal and are running into an issue with our standard SSO. When pressing the login button we are briefly redirected to the loginpage before SSO takes us away to another page. I have found a cou...

Dan Shores by • Mega Expert
  • 1891 Views
  • 2 replies
  • 0 helpfuls

Resolved! How to display variables in case task?

We have record producers which create Case and we are displaying the Variables in case form(using variable editor). When we create a task for the case, we need to display the same variables in the case task. Is there any way to do it?  Thanks, Siva

Siva49 by • Giga Contributor
  • 4174 Views
  • 8 replies
  • 2 helpfuls

Save button is not working in agent workspace

Hi,  In agent workspace save button is not working properly.. Please find the below steps: 1. Create case in agent workspace 2. Click on assign to me, user received the following error (the following mandatory fields are not filled in)  3. Enter the ...

lucky6 by • Tera Contributor
  • 1630 Views
  • 4 replies
  • 2 helpfuls

Resolved! Incident vs Case: What can only be done at an incident?

Hi,  Now, I’m researching the difference incident and case.I have checked this site.https://community.servicenow.com/community?id=community_question&sys_id=824a87a9db5cdbc01dcaf3231f9619c7#:~:text=what%20are%20the%20difference%20between%20case%20and%...