Future product roadmap
Hi! Is the roadmap for future releases published somewhere? I know it's normally shown in the product sessions on Knowledge, but didn't have the possibility to attend 2025. Brs Tanja
Forum Posts
Query regarding Organization Hierarchy
In ServiceNow CSM, do we have an out-of-box mechanism (or by using some plugin / little customization) to define organization hierarchy where a customer account can be linked an org from this hierarchy. The scenario I am trying to achieve is somethin...
How to Disable a Parent Table UI Action for a Child Table Without Updating High-Risk Files
In this article, I'll explain how to deactivate a UI Action inherited from a parent table for a specific child table in ServiceNow — without modifying high-risk system files that could affect future upgrades.ProblemSometimes, we have requirements to...
Resolved! How to create Work Orders and Service Appointments in ServiceNow FSM?
Hi Team,I am working on a use case where a technician needs to be scheduled to resolve customer issues at their site. From what I understand, this involves using Field Service Management (FSM) to:Create Work OrdersAssign Service AppointmentsDispatch ...
Prakash Hinduja (Geneva) How do I configure multiple SLAs for a single CSM case in ServiceNow?
Hello Everyone, I’m Prakash Hinduja from Geneva, Switzerland (Swiss). I'm working on a ServiceNow CSM use case where I need to configure multiple SLAs on a single case. Has anyone implemented this before?
RTT | PMC | Auto-Assignment of PMC Production Requests to Rapid Track Team (RTT) when criteria met.
As a user of the PMC requests,I want eligible PMC production requests to auto-assign to the RTT teamSo that high-priority but low-complexity tasks can be completed faster without manual triage.Description / Problem Statement:The “Hosting – Productio...
Resolved! Unable to locate sn_customerservice_case ****************** for inbound email processing".
Hello Friends, We are facing one issue when in CSM scope application for case Management. when a user reply to update a case, reply did not update into case into comments, when i check email logs email received by ServiceNow but there are continuous...
Resolved! admin level permission for sn_customerservice_manager
I noticed some of users able to access ui action. I noticed this get added for users with sn_customerservice_manager > workspace_admin > ui_action_admin ?https://www.servicenow.com/docs/bundle/yokohama-customer-service-management/page/product/custome...
Additional Comments Validation when 'Post' Button is Clicked
Hi All,I needed help in one of the requirement.I want to create a validation on the additional comments fields i.e. it should be more than 3 characters, I have created an onSubmit client and it works when I update/save the form.However this does not ...
Setting value dynamically on public accessible surveys
Hello all! since people, who will access my survey are not stored in sys_user table, i have created a survey, which is public accessible via link. To send the survey to my customers, I trigger a Business Rule, which fires an event with notification....
Serial number on install base item - Zurich release notes
Hi! In the Zurich release notes for Data management for CSM the following is stated: "Improve traceability with serial numbers on Install Base items and direct links to model categories for industry-specific configurations." Does anyone know if you...
Resolved! Hide the agent name from the activity stream on the portal
In the conversation widget I only want to hide the agent name. I am not sure how to do it because both agent and the user who created the ticket is coming from {{::e.name}} which is coming from data.mergedEntries Please help me how can I remove agent...
Building a Custom Slider Widget on a ServiceNow Portal Page
Interactive and visually appealing content can significantly enhance the user experience on ServiceNow portals. One effective way to showcase multiple offerings or features is by using a custom slider widget. In this guide, we’ll walk through creatin...
Issue with Survey Access for External Users – Need Help Configuring Public Survey Access
Hello,I'm working on a Flow in ServiceNow and need help resolving an issue related to survey access for external users. Here's the setup:Flow Logic:- Trigger: When a record in Table A changes state from Resolved to Closed- Step 1: Create a record in ...
Export PDF button Not working sometimes.
Hello Everyone, I have been facing an issue with a button "Export PDF".I have a ui action calling out the script include to perform this action.The same script include is being used by different ui actions as well.The buttons is working sometimes, so...