As a system, I want to apply different SLA tiers depending on the customer account or contract, so that appropriate service levels are enforced.SLA policy is linked to the account/contract.1-Upon case creation, SLA is automatically attached based on ...
Hi allCan someone please help clarify two things related to Change Requests CHG in the current 2025 version of ServiceNowApproval LevelsBack in 2021 we had approval levels like Level 0 Level 1 and so on depending on risk and CI ownershipWhat is the c...
looking for details on how to connect service copilot to retrieve SN knowledge base articles. I have added the connection to copilot, it's connected correctly but it does not show KB articles.
Dear All,When raising a Customer Order from CSM/FSM Workspace, this page is keeping loading without showing anything. It is happening in partner's instance. The instance is in Xanudu version. In my PDI instance it is showing like this : Where is this...
Need to understand the best practice for relating more than 1 incident to a case. I know it's doable with a related list in the native Case form view. But I am looking for a solution in the CSM workplace. Your support and help is much appreciated. @A...
I am trying to create the customer order record from postman by sending the payload. But it is throwing the error like below. I want to know how to fix this issue. { "code": 21, "reason": "Invalid payload: Request body missing", "message": "...
When creating a case from an interaction I need to copy the email address to the case but it is not copying. Here is the code for the UI Action:current.update(); var newRecord = new GlideRecord("sn_customerservice_chat"); newRecord.initialize(); ...
Hi everyone,I’m facing an issue where the resolution code in my notifications is not being displayed in the correct language. I have resolution codes in multiple languages, and these are based on the Account’s preferred language or Region.Here’s the ...
I would like to hide known error cards in the knowledge base and would like to know how to achieve this.
HI Team,I have a requirement that i added a filter component in workspace and selected the date filter type and selected the date ranges. now, here i have selected the three date ranges. but i need to arrange the order and correct the spellings like ...
Can someone help me on where we can configure auto-refresh for a listThe requirement is whenever someone creates a new case, it should automatically appear in the list view without manually refreshing the screen. Thanks in Advance
i have created a contact for an account with proper role when I'm trying to raise a case through csm portal I'm unable to see the product when i mentioning the asset and it is showing only software related assets but coming to hardware it is not at a...
Hi all, As the name suggests, we'd like to report on how long a ticket is assigned to individual assignment groups before it is moved on. For incidents, there is an incident_metric table as per (https://support.servicenow.com/kb?id=kb_article_view...
Hello everyone,I'm currently working on a bulk migration from Jira to ServiceNow.While I'm able to fetch the data successfully, I'm encountering an issue with the comments.For each Jira issue, I’ve created a separate subflow where I pass the Issue ID...
Hello Everyone,I'm working on integrating the Jira platform with ServiceNow to fetch all data related to a particular project.I've explored the Jira Spoke, but it appears the triggers are primarily event-based — such as when a record is inserted or u...
