Hi, I'm trying to improve our portal menu structure and looks like the CSM Unified Portal Header Menu Widget is the header widget I need.I've added around 10 menu items but only 5 columns are displayed: Does anyone know an easy way of expanding thi...
Hello All - There is a widget in CSM called "Case Related Records" I have done some ACL work so that external Contacts can see this widget if there is an RITM associated with the Case record they are viewing. If the click on the RITM link they get a ...
Hi we have a option to propose a new KB Article in our Incident Form, when the agent does not able to find a suitable one for the issue. This floods articles in our Knowledge Manager Queue and most of them are duplicate/not needed. Currently we move ...
Use case: - knowledge article is drafted and published (version 1.0) - use [Checkout] to create a new draft (version 1.02) - abandon the changes and restore the original version as the latest (version 1.0) Our findings are that the out-of-the-box sys...
Hi all, I am not happy with the usage, look and feel of the case views. The order of the fields and the number of needed clicks and scrolling are not best practice. Agents expect to pick up the phone, identify the customer by name, email, phone numbe...
Hi, I have created an article in customer service Knowledge base and gave read access to all contacts on Knowledge base level and on the knowledge article level I gave read access to contacts belonging to one particular account with name Demo. I add...
Does anyone have any information on when knowledge category/sub-category nesting will be available OOB on the CSM portal view? Specifically, i refer to the functionality to select a top level category and view all articles in each of the sub categori...
We recently introduce a new "Manufacturer" field on the Case form.Due to some reporting needs, we need to update all cases to assign this value; however, we cannot do this on Closed Cases. - Is there any other way to update this "Manufacturer" field ...
Hi All, I have configured Agent workspace in my instance but when I am trying to connect thorough the live chat agent from CSM or CSP portal I am not able to get any chat request in my mail box . Agents role- awa_agent CSM fulfiller UI -connect when ...
Hello Experts! I have created a workflow and workflow stages for service request. For approvals, I have approval group selected which does flow accordingly. But "waiting for approval" Stage from RITM lists all approver's names. I want it to display ...
Hi, Does anyone know how to disable the Agent Assist on the Workspace on ServiceNow? I no longer want it to show up as a app on the workspace. Thanks.
Hi all, I'm posting this as I'm at a bit of a loss and I'm surely missing something that is likely pretty straight forward so any help at all will be hugely appreciated. I'm configuring Agent Workspace and want to manage Incident Tasks through there ...
Hi All, I am on Version: New York I have been trying to configure the workspace on ServiceNow and I have come to a blocker where i am unable to edit the form in form design. All the fields are grayed out and when i drag fields into the form it goes p...
Hello! I have a record producer in Service Portal that creates cases. The end user is able to create the case successfully but when clicks submit, it redirects to page called ticket and doesn't show the case information. It also shows the user as Gue...
Hi, I am using below schedule job to close resolved cases in 3 business days, Now I want to send email to users with number of days left for closure of resolved case incase there is not response. for example, if case is resolved on friday, schedule j...
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