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How to create a survey in multiple language?

Dear all,   We have created a survey definition as per our requirement. In that we have created few questions in the Survey Designer.  Now our requirement is that if any user changes the language of the instance and then try to submit the survey then...

Pritha by • Kilo Explorer
  • 2226 Views
  • 2 replies
  • 0 helpfuls

Resolved! Customer Service and Internal contacts

I know Customer Service is focused on attending to users external from the company, that is its entire reason for existing. But what about in an example where a support group is attending to both internal AND external customers for the same support? ...

JusCuz by • Tera Guru
  • 2652 Views
  • 8 replies
  • 1 helpfuls

How to pass data from one Service Portal page to another?

Hi, I'm currently setting up a Service Portal, and I would like to be able to pass some data from page to page. On the Homepage I have a drop-down where the user can pick a project they are on and product that they own, and then they click a button t...

Best practice to release the Production instance

We have 2(Dev, Prd) landscape  and implement a portal to let our end customer raise case through it. But, we are afraid that the Prd instance temporary  have to be closed for 10 hours when we do  the major upgrade because enough test is required even...

masa0033 by • Kilo Explorer
  • 1828 Views
  • 4 replies
  • 5 helpfuls

Users with both internal and external roles

Hello, Does anyone have experience with users having both external and internal Roles?e.g. sn_customerservice.customer and itil? I have a requirement for external users to be able to work on Cases as well as ITIL processes (incident, request, etc.) f...

Resolved! Case assignment with Matching criteria

Hello We have requirement to automatically assign case to agents of a group. The assignment logic has to work based on the no of cases assigned, round robin way to assign the cases equally to the group members I have looked at the OOTB matching crite...

Dhianan by • Tera Expert
  • 1587 Views
  • 3 replies
  • 1 helpfuls

Error seen in the system logs.

Hi Team, I am getting error logs in the system logs with below message. "Error seen in system logs - "Explicit Roles : External criteria sysID is null: no thrown error". Can someone please advise why the error message is coming and how can we fix it....

Alok21 by • Giga Expert
  • 1872 Views
  • 5 replies
  • 3 helpfuls

Resolved! How do I add the sn_customerservice_case table to my scope?

Hi there - I don't see the sn_customerservice_case table when searching for it from Metrics > Definition > New.  It turns out that the list shows only tables and database views that are in the same scope as the metric definition.  Is there a way to a...

hm69 by • Giga Contributor
  • 3817 Views
  • 5 replies
  • 1 helpfuls

Resolved! Why is the Case Report table seperate from the Case table?

Hi All In Kingston, a new table was introduced called "Case Report".  This little table stored some metrics about the Case record, for example, first contact resolution. For reporting purposes it is a little bit annoying that these fields are simply ...

I have to hide a field for everyone including admin.

I have to hide the topic field on knowledge table to everyone including admin,since it is a field from system table ,I have deactivated it but still it is visible on the list view for those who had that field on the list. How can we hide that field f...

ajay konduru by • Tera Contributor
  • 2305 Views
  • 4 replies
  • 2 helpfuls