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Resolved! Trying to auto-close cases in the Customer Service application

Hello, I am attempting to create a scheduled job to auto-close Cases from the Customer Service application.  I tried to model it after the incident autoclose business rule and the Autoclose Incident scheduled job.  I don't seem to be able to get it t...

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shawnbaar by Giga Expert
  • 5049 Views
  • 5 replies
  • 9 helpfuls

Customer Service Management (CSM) module

Hi All, I have activated CSM module in my personal instance and we are planning to deploy the same for  our client. I have one query that CSM uses the default Asset Management and Tables or does CSM comes with separate Asset management and new tables...

Ayush26 by Kilo Explorer
  • 2717 Views
  • 9 replies
  • 2 helpfuls

How to put SMS text in mail body instead of subject?

Hi, We defined a notification service provider to send notifications to our SMS gateway via SMTP. By setting their notification preferences our users can enable each notification to be sent to their email and/or number.  All this works great, however...

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radoslav by Tera Expert
  • 1169 Views
  • 4 replies
  • 1 helpfuls

Resolved! snc_external licence cost? Is it free?

The place where I'm implementing CSM all users created from CSM portal have snc_external role. Is this going to cost additional to the customer? Thank you,

Resolved! how to set default group

i have created a default group fields in the user app. if user have multiple group. i want to select one group as a default  group. so how to get all the group details for that default group.  

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hemantnh by Tera Expert
  • 2306 Views
  • 4 replies
  • 1 helpfuls

Resolution shaper data source

Does anyone know where the data is stored that the timeline resolution shaper users on the case form in Customer Service? I was thinking it was using metrics, but there do not appear to be any metrics defined for Customer Service by default. Mainly a...

JusCuz by Tera Guru
  • 1319 Views
  • 2 replies
  • 0 helpfuls

Resolved! ATF - Inbound Action

Hi, I have an existing inbound action. It will create an Request --> Request Item whenever instance will receive an email (Subject contains: Automated Test Framework test). I wan to validate above mentioned scenario from ATF!!! Any suggestions to ach...

Community Alums by Community Alums  
  • 2023 Views
  • 2 replies
  • 1 helpfuls

ServiceNow in turkey

Hi All, Firstly have a great day.  Is there a company that will tell, install these products in Turkey/Istanbul? If there is information I would like to share. I didn't have a contact number   Thanks Advance Idil   

Idil1 by Kilo Explorer
  • 3004 Views
  • 10 replies
  • 0 helpfuls

Resolved! SCCM updates on alm_asset and cmdb_ci tables

Hello,Prior to update to Helsinki, update on the alm_asset and cmbd_ci table records are working correctly. Now as an asset/ci is retired or any values change, it reverts or re-populate fields with their previous values. It was said to be bi-directio...

jiral by Giga Sage
  • 1715 Views
  • 7 replies
  • 2 helpfuls

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
  • 2181 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
  • 3867 Views
  • 5 replies
  • 1 helpfuls