I created a new Incident, made sure the Priority was 3 and assigned the Incident to an Assignment Group. I was expecting the SLA - Priority 3 response (4 hours) to be applied to the Incident when I submitted it. Instead the SLA - Priority 3 resoluti...
how should I create a yearly or quarterly reports on timecard table in the place of weekly
In Field Service Management Workspace, while modifying the order, after modification when order is submitted, while in the modification order the modified product is being shown but order is not getting updated in product inventory or in product char...
Referring to the following document, I created a tabbed list and set “Announcements” table to it.However, customers under the account are not able to view it; I added the “sn_customerservice.customer” role to the ACL “announcement”, but they cannot s...
If Vendor account option is not ticked for selected user, do not allow form to be submitted and redirect user to the admin form https:xyz.com form. I need to do this on service portal; can anyone please suggest the steps to achieve this.
Whenever the administrator opens the portal, the following error message appears.I am currently investigating, but if anyone knows how to resolve this, please let me know.I have confirmed that it does not appear in the requester.
We are using the standard ticket page in our csm portal. Is it possible (and how to configure) to have the description be expanded by default? It's been an observation that the "show description" expander isn't always noticed, and our users would l...
I am having issues configuring customer central in CSM configurable workspace. The customer activity tab on the interaction record is not populating with any data despite my best efforts. I have tried modifying some of the customer central settings a...
I am working on an engagement model whereby customers help curate content in various forums. Many of these users are experts and I would like to give them the ability to mark replies as correct, BUT I don't want to give them Forum Admin permissions....
We are considering using CSM for a current project, however cannot figure out how to customize the Record page tabs on the Record page. I see that they are controlled by the "Routes" field, and I can see the two items when I open the data resource an...
Hi all,Very new to this field and hoping someone will help.I am working on a playbook and trying to use "User Form" activity to capture some field(s) values.I would greatly appreciate any help you can provide how to validate user's input in 'User For...
We are currently being swamped with Incidents, so I want to set up Interactions so that Agents can create Interactions instead of always creating Incidents for every call. SO I expect that there will be a screen where the agent will create an Intera...
I have created reports and added them to the Dashboard.Previously, once I had saved the reports I could publish them on the sharing option. Now it only gives me the option to schedule, add to the dashboard.If I add to the dashboard without publishing...
Hello everyone,I am just adding the incident list under the my list section in csm/fsm configuration workspace how to remove this from my list and also i want block the entire incident list in csm/fsm configuration workspace, any one suggested me how...
We are currently facing a challenge with our territory planning in ServiceNow. In our setup, each territory contains multiple dispatcher groups for different types of trades. We are looking for a solution to automatically route work order tasks to th...
