Resolved! Timesheet Portal Notification
A Notification on the Time Sheet Portal won't go away even after clicking it.
Forum Posts
Resolved! Is there a way to duplicate an incident
Sometimes we resolve a ticket and the same exact issue with the same client happens again. Is there a way to duplicated the Closed incident instead of having to manually move all the information from on ticket to a new one?
Is it possible to create a product model type and, if so, what are the ramification of doing it?
My company has a managed services division and I would like to create a product model type for managed services. None of the existing types really fit as we offer products that are saas, on-premise installation and hosted services. These would be t...
How to bulk export published KB articles (including embedded images) to PDF format
Currently the export to PDF feature where all embedded images are missing. Could someone guide me in how to get the images to export out correctly to PDF format? I found a blog in getting a single KB article to include images. But I need to do a bu...
Resolved! Customer Service Agents can not see all Cases
We are finding that certain Cases do not appear for our customer service agents/managers and we cannot figure out why - because we have intentionally restricted nothing. By and large we are running OOB for CSM. As posted elsewhere on this forum, we...
Show Close Case Button when state is Resolved
Hi guys, is that possible to show the Button "Close Case" which is available when the Case state is "open" also displayed when the state is "resolve"? In Which part i have to look deeper? thx in advance
What is the difference between service contract and entitlement in CSM?
What is the difference between service contract and entitlement in CSM?
How Data Policy is different from com.snc.change_management.enforce_data_requirements
What is the actual difference between Data Policy and the property: com.snc.change_management.enforce_data_requirements
Resolved! How to hide the certain Widget based on page in Service Portal.
Hi All, We have requirement where a portal page contains Bookmark widget which is required for displaying few table records but I wanted to hide it ifor one of custom table. ie... I want to hide that widget for one of custom table to display only rec...
Resolved! Custome Service (CSM) role to allow agents to view all cases
Hi All, I have just enabled the Customer Service plugin and given an agent's group the sn_customerservice_agent role, But impersonating as that user, I wasn't able to access all cases but cases created by that agent. Has anyone else come across this ...
Resolved! Chat/ Inbox option in Agent Workspace
Hi All, Can anyone help me with configuration of chat option for Agent Workspace wrt queues. Right now I just see below message when clicked on 'Inbox'. I have already configured Chat Setup under Collaboration module with the help of this link . I h...
You are not authorized to take this survey error.
Hi Team, We have a functionality where once the case is closed, a survey email is send to the customer to fill in the survey. The issue we are facing is when customer click on the survey link he is getting error "You are not authorized to take this s...
In Knowledge Management, what is considered "suggesting" and why would I want to disable it in a knowledge base? How do I ENABLE suggesting?
In Madrid, when creating a new knowledge base it has a checkbox for "Disable Suggesting" and the instruction on this is "Check box to disable edit suggestions. If selected, users cannot suggest edits to articles in the knowledge base." My question i...
Resolved! Demo data for Install Base
We are implementing CSM. In Newyork there are something new called Install Base. But there are no demo data available for that. Is there a plugin available for that? Or how can we get some set of demo data for install base CSM.
