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Forum Posts

If caller's email id (use custom field)

. If caller's email id (use custom field) description is empty, then while submitting form will display an error message and it will not submit.  I am stuck in this please provide a answer for this

TanujB by Tera Contributor
  • 334 Views
  • 2 replies
  • 0 helpfuls

Why are there no email notifications for agents in Case Table?

Hello,I noticed that there are no email notifications for agents in the case table (sn_customerservice_case) in Customer Service OOTB.For example, incident table is notified by email to the group assigned to, but not in case table.Upon investigating ...

Takeru by Tera Guru
  • 564 Views
  • 3 replies
  • 1 helpfuls

Virtual agent in expanded mode

Hi,We are implementing virtual agent on CSM portal.However the customer wants to have the chat always in expanded mode as it is the only gateway for the Portal users to raise their queries.Users must be able to minimize the window but by default we n...

otherweleka by Tera Contributor
  • 295 Views
  • 1 replies
  • 0 helpfuls

How to get out the workspace record information card.

Hello.I am no longer seeing the Summary of Record Information card in the Configurable Workspace.It is the area circled in red in the attached image. Please let me know if anyone knows what the cause is.In addition, if you know how to erase recorded ...

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omtrmtr by Tera Contributor
  • 381 Views
  • 1 replies
  • 0 helpfuls

Resolved! Unable to Access Developer Instance – Prompting for Passkeys

Hi Community,I’m facing an issue accessing my ServiceNow developer instance that I normally use without any problems.As of today, when I try to log in, instead of the usual username and password prompt, it's asking me to set up or enter a passkey — s...

RohitPapann by Tera Contributor
  • 1003 Views
  • 3 replies
  • 0 helpfuls

Ritm should close once all sctasks are closed

Hi Community, Here for single RITM, we do have many SCTASKs. So, RITM should get closed only once all tasks are closed. We are doing this in client domain in flow designer. But it's not working. Can anyone please help on this. BUSINESS RULE : var gr ...

tulasi8 by Tera Contributor
  • 655 Views
  • 5 replies
  • 0 helpfuls

Resolved! How to remove Resolution Notes mandatory from case record

Hi Team, I want to remove mandatory from Resolution Notes when we are closing or resolving the case. I just want Resolution Code to be mandatory. I guess we have a UI Policy and Client Script. UI Policy:Below is the UI Policy,  On this UI Policy I ju...

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Gopal14 by Tera Contributor
  • 878 Views
  • 4 replies
  • 0 helpfuls

Resolved! Activity Journal Doubt

Hi we have recently upgraded our Instance to Xanadu and while working on the Risk Assessment Form (sn_risk_advanced_risk_assessment_instance) we have observed while completing the assessment the worknotes and additional comments field are both visibl...

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Anubhav12211 by Tera Contributor
  • 1298 Views
  • 12 replies
  • 0 helpfuls