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SLA Definition based on Assignment group schedule

Hi All, We have a requirement to runs the SLA based on Assignment group schedule for Cases in HR Scoped application on Kingston version. In our instance we are NOT maintaining schedules/ contact for assignment groups. Please let me know the possible ...

Mrman by Tera Guru
  • 2638 Views
  • 3 replies
  • 2 helpfuls

Field Type File Attachment

Hi All,   i am using London release of service  now and there is field type "File Attachment" i am making it mandatory and even if after uploading it is again giving me error mandatory error message please help.

How do I create a carriage return in a string variable

The background I capturing a bunch of field via CSM portal form and creating an incident. Now I want to create a task that describes aspects of the incident so I am concatenating these fields in the tasks' Description field. Problem    The problem is...

zag by Tera Expert
  • 3848 Views
  • 2 replies
  • 1 helpfuls

Resolved! Account creation logic

Hi all! I need some help with creating customer accounts in my instance. Because of the OOTB logic of the account table (customer_account) being extended of the core_company table, logic dictates that records are created on the company table after cr...

Mike6 by Giga Contributor
  • 2096 Views
  • 7 replies
  • 1 helpfuls

Auto-assignment of Cases based on skills

I want to enable case auto-assignment based on skills.  Skills have been configured and agents assigned to these skills.  How do I enable auto-assignment in CSM?

bobzwinn by Kilo Explorer
  • 1717 Views
  • 1 replies
  • 0 helpfuls

Resolved! Two different tamplates for Compose Email from Case object

Hey guys,  I'd like to know if it's possible regarding a field on case form the ServiceNow put a template on Compose Email. For exemple: There is a field on my form "Company" and the user can choice "Enterprise" or "SMB" (Small Medium Business). If t...

"Contains" search on reference field in cases not using "name" column

Hi, I'm trying to make an account field suggest values based on the input of the user, using "contains". Using the following attributes: ref_auto_completer=AJAXTableCompleter,ref_ac_columns=street;city,ref_ac_columns_search=true glide.ui.ref_ac.start...

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erkyll by Tera Contributor
  • 4432 Views
  • 7 replies
  • 0 helpfuls

Resolved! A way to add exceptions for glide.pop3.ignore_senders?

We have an issue whereby some emails are being rejected because the property glide.pop3.ignore_senders includes "postmaster."   In most cases, this does exactly what we need it to do - however, we receive some valid tickets from Salesforce with the f...

Which table holds Cases?

I'm looking to use the REST API to programmatically interact with Cases, can anyone help out with where the relevant data for cases, and responses to cases, is stored so that I can address it using the API?

Mark White1 by Kilo Contributor
  • 7194 Views
  • 5 replies
  • 2 helpfuls

Resolved! Catalog form to be read-only after submitting

Dear Folks,   We want to make all the variables of the form as read only after submitting the service.   Please help me to achieve the same.   thanks & Regards, Ankit Kumar

Ankit49 by Kilo Contributor
  • 1934 Views
  • 6 replies
  • 1 helpfuls