Form visibility
whenever the provider has submitted the form for this q1, if he is coming back an looking at the form in q2, he should have enough details to view what is being answered in the previous quarter.
Forum Posts
Automatic Qualification of work orders
Hi,I have disabled - Qualification is required for new requests.As per servicenow document(please refer below link), it says if above is disabled than work orders automatically be qualified and moved directly to the next state that is configured for ...
Custom Responsibility and responsibility access configuration
Hi Experts, I am trying to create a custom responsibility to provide different access to contacts based on a condition. For ex: case editor - should get access to read and write when certain conditions are fulfilled . case reader - should get access ...
University CSM Design: Students vs Staff Personas
We are designing a ServiceNow architecture for a university environment with two main personas:StudentsStaff membersThe current requirement is:Students will use a Business / CSM portal.Staff members will use Employee Center.Both students and staff sh...
case type not automatically populating in servicedefinition in csm.
Hi, I have created a Service Definition in ServiceNow CSM. I also created a custom Case Type using the platform’s Table feature.However, when I create or update the Service Definition and select the custom Case Type table, the Case Type field remains...
Resolved! How to add a Script to a Search Sources condition.
I want to add a condition using a script to Search Sources of AI Search.If you know how to add it, please let me know.
Default font in Knowledge article form is not applied to imported articles
I have set the default font and size for creating a Knowledge article to Arial 12 in both Article body and Restricted text. When choosing "Create an Article" or "Create New", the default font in the Article body and Restricted tex shows as Arial 12 ...
Customer Central issue populating customer activity
I am having issues configuring customer central in CSM configurable workspace. The customer activity tab on the interaction record is not populating with any data despite my best efforts. I have tried modifying some of the customer central settings a...
No cases are visible in "Customer Activity Tab" in CSM Workspace
Hi all,Can you help me to know why there is no Case, Interaction records are visible in my CSM Workspace at Customer Activity Tab.Below are some screen shots related to that. As you can see there are 3 records for Consumer "Gilly Parker" in Customer ...
Resolved! SNOW CSM Multiple inbox challange
Currently there are multiple mailboxes are receiving emails from the clients for different purpose and getting forwarded to SNOW for case creation creating difficult challengesCurrent Challenges The existing RPA-driven process is complex, difficult t...
Inbound email actions - custom email addresses
Hello, When using inbound email actions for Case creation we can use email addresses with suffix like "+teama", "+teamb", "+hr" so it looks like this <instance_name>+teama@service-now.com, <instance_name>+teamb@service-now.com, <instance_name>+hr@...
Custom Field is not visible in form layout
I have created a custom field with name "ABC" on Controls Objective table which is a parent table. Now, I wanted that field to be visible on Control Table as well which is a child table. I tried to pull out the field from Control table form layout, ...
Unexpected Redirection to Zoom Contact Center Login UI Page
We've noticed an issue where certain users are being redirected to the Zoom Contact Center login page ('Callbar' UI Page) instead of returning to the previous ServiceNow page when they hit the "Back" or "Submit" button. This behavior started occurrin...
Purchase orders are getting uneven for the requests
I have created an order guide for all Network Equipment's. When I try to go through the request via Sourcing Request task and choose purchase option for all the requested items keeping same Destination Stockroom and Vendor values then sometimes multi...
Approved State - CSM/FSM workspace
Hi All,We are recently working on a migration to CSM/FSM Workspace for our Sales & Operations. Topic: Approvals for Quotes under the Opportunities.After creating a quote by a Sales Rep role user, we have observed that Sales Reps are able to navigate ...
