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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

marthab by Kilo Contributor
  • 4671 Views
  • 2 replies
  • 0 helpfuls

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...

Richard T by Kilo Guru
  • 1212 Views
  • 4 replies
  • 4 helpfuls

Resolved! Smiley face - Survey - missing images post upgrade

Hi We have been using the smiley faces in a survey for a while now but post an upgrade to Madrid these seem to have gone missing for some reason. I can see them in our Dev environment but have no idea how to export them to prod. any suggestions?   Th...

Richard T by Kilo Guru
  • 1444 Views
  • 2 replies
  • 1 helpfuls

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 ...

Richard T by Kilo Guru
  • 2223 Views
  • 2 replies
  • 1 helpfuls

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...

Richard T by Kilo Guru
  • 1006 Views
  • 2 replies
  • 0 helpfuls

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...

Adam H by Mega Contributor
  • 1454 Views
  • 3 replies
  • 0 helpfuls

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...

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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...

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...

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gbuckalew by Kilo Contributor
  • 1319 Views
  • 3 replies
  • 0 helpfuls

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...

Alok21 by Giga Expert
  • 2677 Views
  • 25 replies
  • 5 helpfuls