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Customer Service Management (CSM) module

Hi All, I have activated CSM module in my personal instance and we are planning to deploy the same for  our client. I have one query that CSM uses the default Asset Management and Tables or does CSM comes with separate Asset management and new tables...

Ayush26 by Kilo Explorer
  • 2591 Views
  • 9 replies
  • 2 helpfuls

How to put SMS text in mail body instead of subject?

Hi, We defined a notification service provider to send notifications to our SMS gateway via SMTP. By setting their notification preferences our users can enable each notification to be sent to their email and/or number.  All this works great, however...

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radoslav by Tera Expert
  • 1104 Views
  • 4 replies
  • 1 helpfuls

Resolved! snc_external licence cost? Is it free?

The place where I'm implementing CSM all users created from CSM portal have snc_external role. Is this going to cost additional to the customer? Thank you,

Resolved! how to set default group

i have created a default group fields in the user app. if user have multiple group. i want to select one group as a default  group. so how to get all the group details for that default group.  

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hemantnh by Tera Expert
  • 2228 Views
  • 4 replies
  • 1 helpfuls

Resolution shaper data source

Does anyone know where the data is stored that the timeline resolution shaper users on the case form in Customer Service? I was thinking it was using metrics, but there do not appear to be any metrics defined for Customer Service by default. Mainly a...

JusCuz by Tera Guru
  • 1268 Views
  • 2 replies
  • 0 helpfuls

Resolved! ATF - Inbound Action

Hi, I have an existing inbound action. It will create an Request --> Request Item whenever instance will receive an email (Subject contains: Automated Test Framework test). I wan to validate above mentioned scenario from ATF!!! Any suggestions to ach...

Community Alums by Community Alums  
  • 1994 Views
  • 2 replies
  • 1 helpfuls

ServiceNow in turkey

Hi All, Firstly have a great day.  Is there a company that will tell, install these products in Turkey/Istanbul? If there is information I would like to share. I didn't have a contact number   Thanks Advance Idil   

Idil1 by Kilo Explorer
  • 2880 Views
  • 10 replies
  • 0 helpfuls

Resolved! SCCM updates on alm_asset and cmdb_ci tables

Hello,Prior to update to Helsinki, update on the alm_asset and cmbd_ci table records are working correctly. Now as an asset/ci is retired or any values change, it reverts or re-populate fields with their previous values. It was said to be bi-directio...

jiral by Giga Sage
  • 1638 Views
  • 7 replies
  • 2 helpfuls

Resolved! How create a support case on behalf of a contact of another account

How do I configure accounts and contacts, so a customer can create a support case on the Support Portal on behalf of a contact on another account? I assume I need to setup a parent/child account relationship? Or Partner account relationship? In addit...

MStritt by Tera Guru
  • 2067 Views
  • 3 replies
  • 1 helpfuls

Resolved! Adding the tree_picker attribute to a "reference" catalog variable

Hi, I'm trying to add the tree picker to an "Assignment Group" catalog variable.I'm finding when I add the attribute the reference qualifier is ignored, returning all groupsI wanted to use the tree alongside a simple reference qualifier (type contain...

adrianblakey by Tera Contributor
  • 3795 Views
  • 5 replies
  • 1 helpfuls

Moving instance from one datacenter to another

Has anyone moved their instance from one region to another? This is in the works for our organization and we are getting very little information from ServiceNow. We also have not been able to find much written about this kind of move. We are looking ...

Cayne by Kilo Explorer
  • 2064 Views
  • 1 replies
  • 0 helpfuls