Hello all, Question: When a consumer comes to Customer Service portal and register himself on the live chat form to chat to an agent, the agent then creates a case for him from his side and adds him into the consumer database if he's not present in i...
How would I change or add to default search field for a referenced field?For example...On any form that references the cmdb_ci table, how would I set the default search/auto-complete to use a field other than "Name?" I'd like the search feature to r...
I have a requirement that when an Account is added to a Case, the Primary Contact of that Account is populated in the Contact field of the Case. I know I need a Business Rule -- but do not know where to start from there. any help is appreciated....
I have created two views. When one view is used to enter detailed information, I need to update other fields/values not on that view upon submit so the second view will display the information info. For example, our end user fills out view form and ...
Hi all, How can I change the color of the "Work notes (internal)" yellow bar? I tried to create the below style record, but it didn't work. The color is still yellow. Thanks, Mazin
How can i change the text color on the knowledge portal main page. Please refer the attachment and guide me
This should be a 10 minute thing but I am trying to figure this out for some time now and I can't resolve it. My Additional Notes are just not updating the case- even as Admin. I want to make the close notes available on the portal so that the Custo...
I see that the Customer Contacts that are created in CSM are also available in the User Table and can be selected as a Caller in an Incident etc. Has anyone had a business issue where the business wants their internal user lists limited to Company us...
Hi All, domumentation tells me I can use response templates with csm ... "Agents can make use of response templates and ..." https://docs.servicenow.com/bundle/kingston-customer-service-management/page/product/customer-service-management/concept/cust...
Since January 2018, our ApHelpDesk team has been experiencing freezing. This happens when we are working on a case and typing up our emails in the comment box to send to our vendors. This usually happens after working on about 10 cases and we are for...
IS there a way to have a split screen in the incident list so when you click on an incident the details are shown in the bottom part of the split screen
We can create new incident record through post method rest api explorer.But i want to insert field vaues to new incident through json body rest client browser extension ?
I have setup a Survey for all Incidents once resolved which works successfully. We also deal with Requested Items so want to send the same survey out when these are completed. I have tried setting up a second trigger condition for requested items the...
I have created a survey but I would like to change the content and formatting of the email that goes out that contains the survey link?Is there a no code option?Thanks in advance
Does anyone know how orders (csm_order) and order line items (csm_order_line_item) are created and processed in the Customer Service Management for Orders.I am more interested in the 'order' itself to be able to explain it from a process perspective ...
