Resolved! Response Templates
Morning Does anyone know if "Response Templates" are only available for the HR module? The documentation mentions HR but then the details is less specific. Thanks
Forum Posts
does Virtual Agent require its own license?
Hello, Can someone let me know if the virtual agent activation requires its own license similar to integration hub or does it come as part of the ServiceNow enterprise licensing? Trying to understand how the licensing works for this. Thanks, Martha
Resolved! Add Case number to header on the csm_ticket page
Hi Would it be possible to add the Case number before the short_Description at the top of the ticket page (csm_ticket) I appreciate the ticket number along with other key fields are on the right hand side but it would be good if I could have the cas...
How do you enable the Password Reset feature to the CSM Portal?
Found SNow Documentation on how this is suppose too work, but my login page is not showing the forgot password link. Just trying to use the Out-of-the-box CSM Portal within a personal instance. No Customization at this point. Thanks Marc....
Resolved! Customer service Management - Unknown Users
Hi We have "Create case for non matched user" set to True and when an email comes in from an unknown user/email the case it created but the contact details are blank. We have a guest contact set up, similar to how we did when we were using ITSM but ...
Inbound Action - Update Case Via Reply
Hi What would I need to add to the following so that if the case is resolved (6) but Accept or Reject does not appear on the first line then just set the status back to Open (10). The Awaiting should stay as it is. Thanks in advance. Richard //if c...
With the help of targeted communication ,How can i send mass emails for same multiple cases in CSM.
How this can be done of mass emails for same multiple cases. Assume multiple users have created same cases for knowing benefit plans.so instead of sending individual email,how can i send mass email to users for same request.
Resolved! ACL to compare multiple fields between tables
Hi SNow Community,I have a requirement where I need to limit case visibility for users based on the account they can support and their assignment group. So I need to check the case's account and assignment group and compare that to the user's group a...
Resolved! Customer Service Contact is assigned snc_internal by default?
I am trying to work out why the corresponding user record for a customer contact is automatically assigned the snc_internal role. Where can I change this to be no role?
Customer service Live Chat
Hi I have tried to enable Live chat for CSM portal. After please stand by while I connect you to a live agent. Routing to live agent - It doesnt route me to live agent. I am not able type in Live chat. can you please let me know if I have missed a...
Resolved! Supported Cell Phone Carriers in SN
Hey, Does anyone have any input on adding cell phone Service Providers in SN? I know they are listed on "cmn_notif_service_provider" table but how do you know if they work with SN? I have searched but not found anything to answer this question. Tha...
Resolved! Trigger an email notification when an attachment is added to a case
We have a need to notify our agents if a customer comes into the portal and adds an attachment to an open case. I followed the instructions from the accepted solution at How to trigger mail whenever attachment is added for incident, obviously changin...
How do I avoid using current.update() in a business rule script by using setWorkflow() method with the false parameter
This script was developed to add users to the watchlist for every case if a Watchlist = True check box is active in their user profile. However this business rule is causing some recursive issues. Based on the feedback from SN I need to stop using c...
How does a dynamic recipient list work?
To all, I am looking for a method to set up a recipient list based upon a Company Subscription to a Service Offering. My thinking was that I could do this dynamically. I have added a dependent group within the Service Offering fo the Customer. The...
Resolved! Auto set of assignment group based on conditions not working.
Hi Team, I am trying to auto set assignment group based on conditions but it is not working. The requirement is while creating a new case if Product (Reference field to Product table)= 'Alokproduct' and Feature(Reference field to Product table) = 'Al...
