Hello We upgrade to Madrid and Customer Portal seems to have changed behaviour. When a customer contacts logs in they can only view Cases where they are the Case Contact. Previously contacts could see all cases created by contacts in the same accoun...
Per documentation, the case form has a related list called ˜Related Cases (A list of cases created for the same account or contact). But I can't find this list when trying to enable it on my case form. Did I miss something? Any idea? Thank you
Hello, I would like to show 2 reports to show on a dashboard: 1. Incidents assigned to me - that's an easy one 2. Incidents assigned to all the others of my assignment group. I was hoping there would be a NOT ME choice, but there is not. I don't want...
Hi, We are going to implement CSM in our organization. Can anyone please help me with some use cases if you have any.
How do you create a report/metric showing the date and time an INC is first assigned to a technician. Also, to included date and time when the State field has been changed from New to any other State.
How to create a case from incident
The overall task is to give access to a field if the person viewing the record is the creator or a member of the assigned group. I've commented out line by line to see if I can get anything to work. Right now, this is saying if the current user is a...
How to remove duplicate values from an array. 1. I am getting values from two groups 2. there few users are common for both the groups 3. I want to remove duplicate users and I need to add them into watch list field on the incident form Below is the ...
Hi Team, I have a variable (reference to table "customer_account") in record producer. When i am clicking on that variable its taking bit more time to fetch the data from the table. Can someone please advise what could be the possible causes and how...
Hello I want to know how many users are accessing each page of Service Portal (sp_page). Does Servicenow have a feature to check? I found the Transaction logs, but it is hard to find the desired log.https://docs.servicenow.com/bundle/madrid-platform-...
How to debug Scripted Rest Service using Script Debugger? I have one scripted rest service and script debugger also has breakpoints, invoked script rest web service from rest api explorer and postman, getting the response but debug is stopping at bre...
Hi All, I have an issue for printer friendly version: Screen1: when i open any request in my system and trying to use printer friendly version for taking PDF format of the form The page is loading and not allowing me to click on print at top right ...
Hi, Is it possible to disable the dispatch queue in Field Service Management and allow anybody to assign a work task to a Field Agent? I see you can disable the Qualifying requirement but also customer does not use a queue for dispatching agents, the...
Hi Can someone clarify how the OOB Case Escalation SLA's work. Using the "Escalated case response - 4 hours" SLA definition as an example, is there actually any relationship between the 4 hour duration and the case ticket? The documentation states: ...
Hi Team, When i click on Reports on portal in test and UAT environment, below is the error i am getting. In Dev environment it is working fine. Can someone assist the possible causes of this issue?
