Need to add same contact in different accounts- CSM
I Need to add same contact in different accounts in my CSM platform , can any one guide me through
Forum Posts
Email to Case for Unregistered Contacts - Storing the '@companyname.com' (Email domain) at Acc level
Hi Experts,How are you routing (setting the assignment group on the case) for cases generated by Email from unregistered contacts in your CSM implementation?Would storing possible '@companyname.com' email domains somewhere at the account level be a g...
How to create parallel approval User List multiple modules access
Hi Can any one guide meHow to create the parallel approver subflow so that it waits on the Approval for the specific RITM’s approval records.Parallel approval beacuse multiple approvers will be there based on access requestThe subflow should pause ...
Resolved! Integration of Copilot studio with ServiceNow Knowledge base
Hi All,We are planning to perform POC on integration of Copilot studio with ServiceNow Knowledge base (HR, ITSM).searching for the procedure. Could you please suggest if you know any documentation related to that?Please help us if anybody already don...
We're currently experiencing issues with Personal Developer Instances (PDIs).
We're currently experiencing issues with Personal Developer Instances (PDIs). Our team is actively working on a resolution. We appreciate your patience and apologize for any inconvenience.My question is this, are you guys facing this?
Integration
var qaurl = 'https://service-now.com';var apipath = '/api/now/table/sys_user_grmember';var username = 'Automation';var pass = 'xxx';var asgrpid = 'e666528b939e2ad4e2cb3af17cba109a'; // Group sys id in qavar value = '84a4d1df87758510735aba2c8bbb3559';...
Send Automated Survey when the Customer Accepts the Resolution
I want a Customer Satisfaction survey to be triggered when case state changes to "Resolved" and the resolution is accepted by the customer. Survey is only sent once per case. Survey link is delivered to the customer via email or shown in the portal. ...
How to achieve the list collector values to clear the values of its reference
Hi can one guide me or Implemented below requirmentI have a catalog item with two list collector variables. The second variable should display values based on the selections made in the first variable. When multiple options are selected in the first ...
Regarding Case Management Notifications
I would like to know the notification conditions and recipients for the notification "Case closed for RP consumers."I understand that the following method is used to create the event that triggers this notification:https://<instance>.service-now.com/...
Resolved! CSM Case Handoff / Transfer – Looking for OOTB Options
Hi Community,I’m working with CSM cases and exploring how to handle case handoffs between assignment groups more effectively.The business requirement is: when the assignment group changes, we want an intermediary form or pop-up to capture structured ...
Case Routing - Setting a default assignment group
What is the best/OOTB Correct way of setting a default assignment group to be responsible for Cases for one specific Account?Thanks,Vini
Help needed: step-by-step guide to make a public “External Lead” Record Producer
Hi Community,I’m trying to publish a public/external Lead form in Service Portal. I’ve tried multiple times but I still get this error on submit:“Something went wrong and your request could not be submitted. Please contact your system administrator.”...
CSM Lookup and verify Error message
Hello,we are using case types and have extended the sn_customerservice_case table accordingly.Now we see this error message popping up in CSM/FSM configurable workspace (and I believe elsewhere as well): "Info Message: Unable to identify source of th...
What would you use to manage spare parts?
We are implementing Customer Services and Filed Service modules and bringing our customer installed base into Assets Management. What would we use to manage spare parts (Material Master in SAP) so that it is linked installed equipment. Should we use ...
On a Case record, make custom field visible to members from selected assignment group
We have built a custom field on Case table and currently this field in visible to everyone on UI for all 4 Case Type. There is no any workflow or automation built on this custom field. Now we have business requirement to make this field visible to me...
