Change Management
As a service desk agent i want to have access read/write changes to manage my workload effectively. how to fix this?
Forum Posts
CSM - Case visibility for Key Account Managers
Hi all, I have a requirement for Key Account Managers to have visibility (read only access would be fine) of cases raised by the accounts they are responsible for. Currently our B2B customers raise cases via the CSM portal, each customer is a contact...
Special handling notes for itil user
Hi Community,The users with role sn_shn.users can view the pop up but what if we have to make it available also for users with role itil. I tried changing the ACL it did not work any other approach for this?
How can I add an automatic comment (as an admin) on a service portal
Hi everyone,How can I add an automatic comment (as a system) on a service portal ?
How to allow public users to submit Lead details without login in ServiceNow
Hi Community,I have created a table flow like this in my ServiceNow developer instance:Lead → Quote → OrderHere’s my requirement:In the Lead table, I want to allow external users (people outside our organization, without ServiceNow credentials) to fi...
Resolved! Notification not triggering from scheduled Job
Hi,I create event register,scheduled job and notification for sn_grc_task for planned end date field(end_date)notification needs to trigger 7 days before and after planned end date, on the planned end date.But notification not triggering. scheduled j...
All fields in the record are appearing as read-only after submission of the form.
After submitting the record producer, the Case record is successfully created. However, the issue is that all fields in the record are appearing as read-only. I’ve reviewed the ACLs, UI Policies, and Client Scripts, but haven’t been able to identify ...
Resolved! How to add a Script to a Search Sources condition.
I want to add a condition using a script to Search Sources of AI Search.If you know how to add it, please let me know.
Show Field on Calendar Event popup
Hi All,I had a task to Show Number field on Popup . On calendar , if you click on any event it shows a popup and need to add number field on it . Kindly help me on achieving this.Thanks in Advance
Resolved! ATF Rollback
Why this "Record Delete " step is used in CSM- Escalate an Account ATF Test case there is no such step present in ITSM. What is the use of this step if ATF already has rollback feature. And if it is deleting the record then after rollback it should ...
Bulk SLA Creation and Linking to Contracts via Transform Maps
Use Case OverviewAutomatically create and link Service Level Agreements (SLAs) to Contracts in ServiceNow by processing bulk data via a Transform Map. The process ensures that SLAs are created if they do not exist and are immediately visible in the S...
Hide Inbox Icon in CSM Workspace
Hi, I need to Hide the Inbox Icon in the CSM workspace. I have already check the document and also de-activate the Inbox Variety but it don't work. Does anybody have any configuration solution for this problem? I don't want to use script to remove it...
UI actions are sometimes not visible in CSM/FSM workspace
Hi All I am having issues when making UI actions visible in CSM/FSM workspace. Some times it doesn't work at all and the next day all of sudden you see the UI action button is now visible. I have tried created my own button which worked but however ...
How to access 'Attach file > From record' UI Action/Form Action on an Email Draft from Workspace
In a Workspace (CSM Workspace for example), when you open an existing/open task record, there is often a button at the top next to Save, Close, etc. called 'Compose email' that will open up a new Email Draft record in a new workspace tab. On this Ema...
