I know Customer Service is focused on attending to users external from the company, that is its entire reason for existing. But what about in an example where a support group is attending to both internal AND external customers for the same support? ...
Hi, I'm currently setting up a Service Portal, and I would like to be able to pass some data from page to page. On the Homepage I have a drop-down where the user can pick a project they are on and product that they own, and then they click a button t...
We have 2(Dev, Prd) landscape and implement a portal to let our end customer raise case through it. But, we are afraid that the Prd instance temporary have to be closed for 10 hours when we do the major upgrade because enough test is required even...
I have Variable for a Catalog Item that shows a software list in the cmdb_software_product_model table (menu works fine). However, I'd like to only show software that is In Production. Retired and Sold should not show up. On my Variable, I have a ...
Hello, Does anyone have experience with users having both external and internal Roles?e.g. sn_customerservice.customer and itil? I have a requirement for external users to be able to work on Cases as well as ITIL processes (incident, request, etc.) f...
Hi Team, I am getting error logs in the system logs with below message. "Error seen in system logs - "Explicit Roles : External criteria sysID is null: no thrown error". Can someone please advise why the error message is coming and how can we fix it....
Hi there - I don't see the sn_customerservice_case table when searching for it from Metrics > Definition > New. It turns out that the list shows only tables and database views that are in the same scope as the metric definition. Is there a way to a...
Hi All In Kingston, a new table was introduced called "Case Report". This little table stored some metrics about the Case record, for example, first contact resolution. For reporting purposes it is a little bit annoying that these fields are simply ...
I have to hide the topic field on knowledge table to everyone including admin,since it is a field from system table ,I have deactivated it but still it is visible on the list view for those who had that field on the list. How can we hide that field f...
In the docs about customer service portal, some steps are provided which describe how contacts can be created and managed from the portal: https://docs.servicenow.com/bundle/london-customer-service-management/page/product/customer-service-management/...
Hello, I am attempting to create a scheduled job to auto-close Cases from the Customer Service application. I tried to model it after the incident autoclose business rule and the Autoclose Incident scheduled job. I don't seem to be able to get it t...
how to get display name as first name + middle name + last name first name = Hemanth middle name = kumar last name = c thn the display name: Hemanth kumar c
Hi All, I have activated CSM module in my personal instance and we are planning to deploy the same for our client. I have one query that CSM uses the default Asset Management and Tables or does CSM comes with separate Asset management and new tables...
The place where I'm implementing CSM all users created from CSM portal have snc_external role. Is this going to cost additional to the customer? Thank you,
i have created a default group fields in the user app. if user have multiple group. i want to select one group as a default group. so how to get all the group details for that default group.
