Has anyone implemented a 'case to incident ' or 'case to request' relationship within CSM. Just interested in feedback and pros and cons. We're planning to add a help desk group in CSM then link to existing L2 support in incident/request for cases...
Hi Team, Need your assistance on below query. I am trying to set a condition for notification to get triggered. I am now got stuck on how to use indexOf in below gliderecord query. So what i am trying to compare is, When the catalog is "Technical Cat...
Hi all, does ServiceNow offer reduced license costs for not for profit (.org) organizations? Thanks, Jeff Cunningham
I wanted to know how we can enable contextual search in our service portal. When a user wants to know how to reset the password for a certain program a knowledge base article will show up.
Hi I note that many plugins have no "Activate" button because we do not have a subscription for that application. For example, in our case, Project Management. However I do see other plugins that have the "for-fee" message that DO have the "Activate...
what & why "evt_mgmt_integration" Role is used for?
I am creating an incident using Rest API, I am was not specifying a value for the priority field and it was automatically setting the priority as 2 - High. I then decided to specify the priority as 4 - Low, it isn't acknowledging my value, it keeps s...
Hi Testing the menu link View Cases in our Dev CSM portal and we appear to have an issue. Customers with the role "sn_customerservice.customer_case_manager" and "sn_customerservice.customer_admin" are able to see cases logged for all accounts. Norma...
how to move a user in the active directory to another OU using service now orchestration, please help me. with one example
Hi All I have a requirement in which i want to get report of all the cases who's assignment group is part of "report group". "report group" is a field which i have created in my user form in which we can add n number of groups. I know we can achieve...
Hello SN Community, We have just started to work with SN and I wanted to know is it possible to add extra printing options. We are using SN as request platform. When one department are making tickets and other is receiving them. So I wanted to know...
Hi , I am trying to fetch data based on two dates but not getting any results. Can you update me where i am doing mistake or any option to fetch data. where alert_bin_value and alert_app_value are alert's bin and application name. var alert_create...
Hi everyone, I was working skills for customer management and stumbled upon a challenge when assigning skills to users. I created several skills using the manage skills module under csm but there are no users to pick from and assign skills to. Any i...
When an Escalation is created for an existing case record there are 2 OOB entries created into the case work notes. I want to change the content of those notes but I can't find the script definition. I have looked into Task, case and escalation table...
Hi I have put a link on my portal index page to take users to our knowledge base. For one user the link works perfectly but another gets the 404 page not found error the roles are slightly different between the two users as one is a customer admin an...
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