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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
  • 2080 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
  • 3804 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
  • 2074 Views
  • 1 replies
  • 0 helpfuls

Implementing a case to incident relationhip

Has anyone implemented a 'case to incident ' or  'case to request' relationship within CSM.  Just interested in feedback and pros and cons.  We're planning to add a help desk group in CSM then link to existing L2 support in incident/request for cases...

Resolved! Need Help on how to use IndexOf in below query.

Hi Team, Need your assistance on below query. I am trying to set a condition for notification to get triggered. I am now got stuck on how to use indexOf in below gliderecord query. So what i am trying to compare is, When the catalog is "Technical Cat...

Alok21 by Giga Expert
  • 1606 Views
  • 5 replies
  • 2 helpfuls

Resolved! Activation of plugins that have "for-fee subscription"

Hi I note that many plugins have no "Activate" button because we do not have a subscription for that application.  For example, in our case, Project Management. However I do see other plugins that have the "for-fee" message that DO have the "Activate...

Resolved! REST API Incident creation setting priority to High.

I am creating an incident using Rest API, I am was not specifying a value for the priority field and it was automatically setting the priority as 2 - High. I then decided to specify the priority as 4 - Low, it isn't acknowledging my value, it keeps s...

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Gus3 by Kilo Contributor
  • 2310 Views
  • 3 replies
  • 1 helpfuls

CSM Portal - View Cases shows all accounts for Manager and Admin

Hi  Testing the menu link View Cases in our Dev CSM portal and we appear to have an issue. Customers with the role "sn_customerservice.customer_case_manager" and "sn_customerservice.customer_admin" are able to see cases logged for all accounts. Norma...

Richard T by Kilo Guru
  • 1780 Views
  • 3 replies
  • 2 helpfuls

Need to call script include in reporting.

Hi All I have a requirement in which i want to get report of all the cases who's assignment group is part of "report group". "report group" is a field which i have created in my user form in which we can add n number of groups.  I know we can achieve...

Pragati4 by Tera Contributor
  • 5179 Views
  • 11 replies
  • 0 helpfuls

Ticket printing

Hello SN Community,   We have just started to work with SN and I wanted to know is it possible to add extra printing options. We are using SN as request platform. When one department are making tickets and other is receiving them. So I wanted to know...

Armands by Kilo Explorer
  • 3562 Views
  • 2 replies
  • 0 helpfuls