Hi, Is it possible to disable the dispatch queue in Field Service Management and allow anybody to assign a work task to a Field Agent? I see you can disable the Qualifying requirement but also customer does not use a queue for dispatching agents, the...
Hi Can someone clarify how the OOB Case Escalation SLA's work. Using the "Escalated case response - 4 hours" SLA definition as an example, is there actually any relationship between the 4 hour duration and the case ticket? The documentation states: ...
Hi Team, When i click on Reports on portal in test and UAT environment, below is the error i am getting. In Dev environment it is working fine. Can someone assist the possible causes of this issue?
Is there a way of assigning 2 or more Work Order Tasks to a single engineer when both WOT have similar or overlapping times?
Hi We need to sent out a publication via targeted communications that wil involve a subset our our active contacts. It's not possible to select contactg using the condition builder as there is some manual decions to made so we need to upload a templa...
I am working on Scoped Application of Customer Services and I tried to create a survey to be sent to the customer after the case has been closed. But I got the following error when the trigger condition is fired. Execute operation on API 'Assessme...
Hi Team, I have a requirement to concatenate few fields into a string field and i am not sure how i can achieve this. The address field should be concatenated as below. DEUTSCHE BANKTechnik Niederlassung WestField Operations Mobile (T-MRF)Detmolder S...
In Customer Service Management, is there a way to update multiple cases from a case list (selected by check box) with the same Additional Comment and/or Work Notes? I feel there should be a way to do this but I've not found it yet. Thanks
Hi,I have some Business Rules that I needed to create to perform management on attachements on knowledge base. Indeed, we just migrated from Eureka to Istanbul and the localization of the knowledge base is radiacally different.So in a source KB, the ...
Often fails to update the record fields var req_parent = new GlideRecord('sc_req_item'); req_parent.get(current.request_item.sys_id) req_parent.state = 3; // then I try to update the record var req_id = req_parent.update(); gs.log("##### For " + req_...
Hello, I just discovered that my colleague can wrap text in a report / on a dashboard and I can't. How is that possible? He sees this when editing a report: And I see this:I mean, I have no cogwheel and I don't know where to find those options under ...
Hello Team. Could you clarify the “External Users” (snc_external) capabilities in unrestricted license model for CSM? On file "Madrid ServiceNow Commercial Pricing Policy for Resale Partners.pdf" at "2.2.1 Unrestricted Users"; it mention: "Customer ...
Morning Does anyone know if "Response Templates" are only available for the HR module? The documentation mentions HR but then the details is less specific. Thanks
Hello, Can someone let me know if the virtual agent activation requires its own license similar to integration hub or does it come as part of the ServiceNow enterprise licensing? Trying to understand how the licensing works for this. Thanks, Martha
Hi Would it be possible to add the Case number before the short_Description at the top of the ticket page (csm_ticket) I appreciate the ticket number along with other key fields are on the right hand side but it would be good if I could have the cas...
