Hi we have a option to propose a new KB Article in our Incident Form, when the agent does not able to find a suitable one for the issue. This floods articles in our Knowledge Manager Queue and most of them are duplicate/not needed. Currently we move ...
Use case: - knowledge article is drafted and published (version 1.0) - use [Checkout] to create a new draft (version 1.02) - abandon the changes and restore the original version as the latest (version 1.0) Our findings are that the out-of-the-box sys...
Hi, I have created an article in customer service Knowledge base and gave read access to all contacts on Knowledge base level and on the knowledge article level I gave read access to contacts belonging to one particular account with name Demo. I add...
Does anyone have any information on when knowledge category/sub-category nesting will be available OOB on the CSM portal view? Specifically, i refer to the functionality to select a top level category and view all articles in each of the sub categori...
We recently introduce a new "Manufacturer" field on the Case form.Due to some reporting needs, we need to update all cases to assign this value; however, we cannot do this on Closed Cases. - Is there any other way to update this "Manufacturer" field ...
Hi All, I have configured Agent workspace in my instance but when I am trying to connect thorough the live chat agent from CSM or CSP portal I am not able to get any chat request in my mail box . Agents role- awa_agent CSM fulfiller UI -connect when ...
Hello Experts! I have created a workflow and workflow stages for service request. For approvals, I have approval group selected which does flow accordingly. But "waiting for approval" Stage from RITM lists all approver's names. I want it to display ...
Hi, Does anyone know how to disable the Agent Assist on the Workspace on ServiceNow? I no longer want it to show up as a app on the workspace. Thanks.
Hi All, I am on Version: New York I have been trying to configure the workspace on ServiceNow and I have come to a blocker where i am unable to edit the form in form design. All the fields are grayed out and when i drag fields into the form it goes p...
Hello! I have a record producer in Service Portal that creates cases. The end user is able to create the case successfully but when clicks submit, it redirects to page called ticket and doesn't show the case information. It also shows the user as Gue...
I am going to write a script including the Post button in the forms of the case now.(For prevention of mistransmission, I want to prepare for a function as below.A function to post comment on if a user pushes OK with popup displayed by a screen after...
Hi, Quick question, can we add multiple encoded query on GlideRecord? is there any issue? like performance or any? gr.addEncodedQuery(enQuery);if (!gs.nil(additionalQuery)) {gr.addEncodedQuery(additionalQuery);}
We have this requirement where we are to restrict records based on the group a user is a member of. Say we have Group A, Group B, and Group C. We want Group A to full access to records. Group B and Group C should only be accessing records assigned to...
In the case form, security check box should be mandatory before submitting.But i am able to submit without clicking on checkbox .Its not highlighting the mandatory field. I have given UI policy still not working.It should be mandatory and visible on...
Hi, I want to click below checkbox before submitting the case form Using ATF test step.How to do.
