I'm setting up Field Service Management and I'm thinking about how I'll report on Work Order Tasks. My scenario is non-IT related, with my field agents doing physical activities like cleaning, plumbing and electrical. I can create Work Order Tasks a...
Hello Experts! I have a service request workflow set up where i have few catalog tasks created. I want variable 1 set to mandatory and visible for TASK 1, Stage "fulfillment 1" . Once the task is closed, i want Variable 1 to be read only for the rest...
Hallo community,I need some help pretty please. CSM information seem on the scarce side. Having a hard time understanding the idea behind CSM's oob config and purpose. It seems to be focused on external customers rather than supporting users inside o...
Please help me to understand these terms
Hi, I'm trying to improve our portal menu structure and looks like the CSM Unified Portal Header Menu Widget is the header widget I need.I've added around 10 menu items but only 5 columns are displayed: Does anyone know an easy way of expanding thi...
Hello All - There is a widget in CSM called "Case Related Records" I have done some ACL work so that external Contacts can see this widget if there is an RITM associated with the Case record they are viewing. If the click on the RITM link they get a ...
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 all, I am not happy with the usage, look and feel of the case views. The order of the fields and the number of needed clicks and scrolling are not best practice. Agents expect to pick up the phone, identify the customer by name, email, phone numbe...
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.
