Hi Working on implementing Customer Service Management but have a question around creating and managing contacts on the customer facing portal. The SN documentation seems to refers "Manage Users" but I can only see "View Contacts". The user I am test...
Hi I am creating a record producer which will be available on our Customer service Manager Portal. The record produce is mapping to the sn_customerservice_case table and this particular record producer needs to always create a record with a category ...
We have had users report unexpected search results but have been unable to duplicate them. Is there a Log where we can go check on exactly how they did their search?
Can someone tell me which primary field improves searchability in the Knowledge Base more than any other(s)? For example, say I have a Knowledge Article #1 where "XYZ" appears in the Title of the article, the Meta field, and in the body of the artic...
Hi All, We have a requirement to runs the SLA based on Assignment group schedule for Cases in HR Scoped application on Kingston version. In our instance we are NOT maintaining schedules/ contact for assignment groups. Please let me know the possible ...
Hi All, i am using London release of service now and there is field type "File Attachment" i am making it mandatory and even if after uploading it is again giving me error mandatory error message please help.
The background I capturing a bunch of field via CSM portal form and creating an incident. Now I want to create a task that describes aspects of the incident so I am concatenating these fields in the tasks' Description field. Problem The problem is...
How to add custom attachment button on change request form other than given option.
Hi all! I need some help with creating customer accounts in my instance. Because of the OOTB logic of the account table (customer_account) being extended of the core_company table, logic dictates that records are created on the company table after cr...
Has anyone come across a user that is locked out of there account everyday? This is affecting the Production instance and they have the ITIL role.
I want to enable case auto-assignment based on skills. Skills have been configured and agents assigned to these skills. How do I enable auto-assignment in CSM?
Hey guys, I'd like to know if it's possible regarding a field on case form the ServiceNow put a template on Compose Email. For exemple: There is a field on my form "Company" and the user can choice "Enterprise" or "SMB" (Small Medium Business). If t...
I want to setup an email where customers of a small company can send their support requests to. All the emails should be accessible from servicenow instance.We will then write Inbound email actions to appropriately create casesSend automated email no...
Hi, I'm trying to make an account field suggest values based on the input of the user, using "contains". Using the following attributes: ref_auto_completer=AJAXTableCompleter,ref_ac_columns=street;city,ref_ac_columns_search=true glide.ui.ref_ac.start...
We have an issue whereby some emails are being rejected because the property glide.pop3.ignore_senders includes "postmaster." In most cases, this does exactly what we need it to do - however, we receive some valid tickets from Salesforce with the f...
