Hi everyone, I am currently working on a design for a client and would like to get your input and any relevant ServiceNow best practice documentation on the following scenario. The Requirement:My client needs to deploy a total of 6 record producers t...
Hello, Has anyone configured or use the Guided Self Service experience (which is different from Guided Decisions) on CSM portals?The Guided Self Service Experience is available on Employee Center and I find it helpful to be used to guide the user to ...
Dynamic Filter - "My contact relationships"It is refering to "new sn_cs_queryrules.AccountQueryRuleUtil().getAccountsFromContactRelationship();" this function call but when we checked "AccountQueryRuleUtil()", it do not have "getAccountsFromContactR...
Is it possible to add a popup message to the business portal on load without customizing the homepage? I want to preserve the homepage OOB so it can get any future upgraes, therefore I don't want to add a widget to the page directly. I see CSS over...
Hi everyone,I am looking for a way to disable tagging people in the additional comments of the case.With Australia version, Agents can tag anyone in the comments and worknotes section of the case.tagging in the worknotes is acceptable as they are int...
i have checked the password, url etc multiple times. as a result i cant find any mistake here
I would like to clarify whether Service Operations Management (SOM) is a paid/licensed product in ServiceNow or if any of its capabilities are available with the base platform license.Any guidance on licensing models, pricing considerations, or offic...
I'm trying to migrate the following UI action "Search for duplicates" (table: kb_knowledge) in the Service Operations Workspace. The UI action is Client Type and it has the following script: How to write this in the Workspace Client Script? Thank you...
Hi everyone,I'm working on a ServiceNow CSM implementation where we're using the Customer Account (customer_account) table to represent two different business entities:Financial Institutions (Customers) → Customer = trueMerchants → Customer = falseIn...
I have a custom condition configured for the visibility of email section in activity stream compose in CSM workspace which hide or unhide the email section based on certain conditions. I want to check these condition but unable to find where this is ...
I am using templates to create a case and want to schedule the case to trigger on a specific business day each month. I have not been successful in the scheduling portion. I am trying to trigger on the 3rd business day, I am using Run=Business Calend...
Hello everyone, I've a strange rqeuirement involving enabling (contact) end user to be able to change the value of their respective field value. Currently, on my instance, we are using the standard ticket configuration/page to display the information...
How to find which users are consuming what type of license in CSM? And how to find list of users who have what role types?And I have an issue - in production instance I am not able to see subscribed groups and users whereas in temp, I am able to see ...
Hello Community,I just wanted to know what are the product licenses used based on roles in Customer Service Management (CSM).
I'm familiar with ITSM and new to CSM. In ITSM I used to set up service portal in such a way users with snc_internal role can access their incidents and interact with it via sp. What is the equivalent role in CSM where an internal user can just see t...
