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Customer Order not moving to InProgress state after approval

Dear All,Customer Order is not moving to InProgress state after approval. It was previously working fine. After upgrading to Xanudu, it is not working as expected. If it is moved to InProgress state manually, the decomposition is not working. Please ...

When should the Retire button be visible

I am trying to determine what workflow stage(s) a KBA has to be in for the "Retire" button to display.In most of our environments, it displays on a newly created KBA in the "Draft" workflow stage but, we have 1 environment where it only displays if t...

Dave65 by Tera Contributor
  • 299 Views
  • 2 replies
  • 0 helpfuls

Resolved! Need to Remove List Menu Options from CSM Workspace

Hi All, I have one requirement, In my current project we are developing for 3 countries, and now what i want to configure is, For Portuguese and German i need to show all the List menu options, but for Belgium country users i only need to show Cases,...

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NEW ILT Course for CSM Implementers!

We're thrilled to announce the launch of our brand-new instructor led course:  CSM Implementation Workshop.  This advanced course is designed for administrators, implementers and architects who want to apply their Customer Service Management and plat...

csm fsm workspace in Yokomo release is not available

In Washington release we followed the below link to enable csm/fsm configurable workspace .Again followed the same in Yokomo release, but not able to enable it here.https://www.servicenow.com/community/csm-articles/default-record-page-configuration-f...

BADAKALA by Tera Contributor
  • 235 Views
  • 1 replies
  • 0 helpfuls

Resolved! Case suggested knowledge article

Hi!In my CSM portal, in the ticket view, I would like to show the title (short_description) of the article instead of the number, but I'm not able to access the corresponding record in "kb_knowledge". It always stay empty. Here is my code sample : va...

lamarchel by Giga Expert
  • 355 Views
  • 1 replies
  • 0 helpfuls

Resolved! Default risk calculation?

Another noob question from me, i'm afraid! So, at my place of work, the CR risk rating is determined by a risk assessment survey essentially.  In my PDI I appear to have the same link, it says "Calculate Risk" near the bottom of the CR form under Rel...

Adam1978 by Tera Contributor
  • 657 Views
  • 4 replies
  • 3 helpfuls

Resolved! Lookup and Verify not Appearing in CSM Workspace

Good afternoon-Recently I installed the Lookup and Verify plugin - I have made the consumer and contact configurations Active,  and have also double checked the UI actions to ensure they were also active. I have went through every post and documentat...