What is the difference between Account and Consumer in Case managment
I was reading about account and consumer but i didn't get exact difference between them so, please help me!!!
Forum Posts
Can I display KB article categories as a tree structure?
Hi, I was wondering if there was a way to display KB article categories in a tree-like structure from Service Now? I want to keep a track on categories that are getting added and provide guidance on structure, depth etc. where it appears to be gettin...
Resolved! Skip approval check if user is in a certain group (Service Catalog)
Hello, In the catalog workflow I am trying to add a "check" (if statement) in our hardware and software workflow in which users in a certain group are pre-approved and skip the approval piece in the workflow. Here is what I have so far:(I am not a de...
I am trying to connect a record producer to a csm portal page.
I have created a record producer, and a portal page but cannot seem to be able to connect them together. Can anyone help?
How to configure SLA for a case based on the parent child relationship?
We have a requirement where SLA's has to be configured to the each case based on few conditions. Also, there is a table to add parent child relationship between cases and the requirement is that whenever the parent is added to a case, the SLA which i...
Resolved! Accept Terms & Conditions when logging in to CSM Portal
Is there a way I can configure that when a customer logs in our CSM Portal, they are requested to accept Terms and Conditions to login? Also, I need to save somewhere the answer the client gave (accept/reject).? Thank you!
Service Now and SCCM software approval integration?
All, I would like to integrate SCCM software approval with Service Now. The basic idea would be that a user would go into software center and request a piece of software. This would generate a software request ticket within servicenow which, upon bei...
Resolved! Not able to create case with Customer & Partner Roles in CSM
Hi All, As per below screenshots, I have given proper roles for customer, consumer and Partner, but when i logged in with all these users then I'm unable to create case with these ids. Why? I'm not able to understand? Could anyone help? Thanks, Meha...
Resolved! Does ServiceNow scans PDF files(attachments) uploaded?
An attachment has been made to the Case form and when I try to download and open the file it showed me an error as " Malicious PDF file". Is there a functionality where ServiceNow scans the document attached to the form? Please suggest. Thanks, ...
Resolved! Difference between customer service and customer support portal
Hi, In Servicenow kingston, there are 2 types of portal for CSM one is "Customer Service" and "Customer Support". What are the differences between them? Regards, Swarnadeep Nandy
Need help understanding the response time values.
I have a custom page which has a load time of 40sec and most of the time is taken by the browser(37s). When the browser link is expanded, the client scripts/ UI policies take up very little time and the "Other" takes up 36s which is a major chunk. Is...
Resolved! How to Edit a Link on the Service Portal
Hello ServiceNow Community - I'm trying to edit one of our links in one of our widgets on our Service Portal and I'm having the hardest time trying to locate where the link is to edit the URL. I've tried going through the Service Portal Configuratio...
Auto Numbering Using Script
Need to Populate "Correlation Id" field on Custom table with numbers starting from 4000 in increments of 1. Tried this Script from Community and Correlation ID is being Populated as Null or NaN. Need help. Clent Script : function onLoad() { //Type ...
CTI Phone Call
Hi, so i wanted to try out phone calls with customer service management, these are the steps i took: 1. installed all plugins: notify, cti, openframe related 2. added twilio config 3. set openframe config to default and active 4. added my number to ...
How to enable Appointment booking option in service portal
Hi, I am trying to enable the appointment booking application in my development instance, I enabled all the required plugins successfully without any issues. However, I'm not able to see the option for booking the appointment from the portal as men...
