Hi Community,I'm looking for guidance on the recommended design approach for modeling Merchant business hours in ServiceNow.Use caseIn our implementation, a Merchant is represented as an Account. Each Merchant corresponds to a single physical locatio...
Hi everyone,I'm looking for the link to the official User Stories spreadsheet used for implementing the CSM and SOM modules in ServiceNow.Could anyone let me know where I can find it or, if possible, share the download link?Thank you in advance for y...
Hello Community,We are currently designing a ServiceNow CSM data model for a payment processing company and would appreciate feedback from those who have implemented similar scenarios in production.Business ContextWe provide support services for merc...
Hi, my desired situation is the follwoing:- incoming email is being processed and full email body is stored- email reply separator are used in order to detect conversation history- a "Show full conversation" link is shown in the Activity Stream when ...
In the CSM/FSM Configurable Workspace, is there a way to keep the email template values in synch with the unsaved form? Are there any work arounds to prevent agents from sending an email with stale values in the template when there are fields that ha...
Hi teamPlease help me on this Create a group type "CSM" to tag CSM groups and show only those groups in CSM case form. Thanks and regards Bharath Danalapati
Hello Everyone, We have CSM implemented, and currently, case visibility for agents is restricted based on the account — meaning, agents can only see cases related to their own account. This setup works well, and our Query Business Rules are enforcing...
When using Agent Assist in the CSM/FSM Configurable workspace, how can the user filter restults by knowledge base? I found the following resources but have been unable to filter. https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=...
What I have to install and configure to see the "Enable Interaction Controls" field on openframe configuration form (as shown in the attached image)?I checked and the field is not available at all on openframe object table.I guess that it is added by...
once we click this reopen case button, we need to update the flag to true another flag for reopen reason choice field repeater and returner. once we click on reopen case button, we need to open the pop up to capture the reopen the reason. reopen case...
Hello,What's the right way to denote Accounts that are government agencies? Would it be on the Business Structure? Out-of-the-box, it doesn't have an option for Public Sector. The Industry field doesn't seem to be the right fit - since the choice lis...
We have many custom applications under CSM and we have 3 workspaces too. Few applications use CSM configurable workspace, but 2 apps for example "App1" use "App1 workspace" and "App2" uses "App2 workspace". When instance got upgraded to Yokohama the ...
Need assistance with a detailed solution. Our requirement is to fill a smart assessment form from the portal by uploading attachments that contain questions and answers. The Document Intelligence solution should extract the data from these attachment...
Does anyone know if it is possible to implement special handling notes with dynamic content. That is using a special handling note for a particular purpose without configuring a special handling note for every output. Example: We would like to us...
Hi everyone,I would like to test ServiceNow CRM and Service Operations Management (SOM) on a Personal Developer Instance (PDI) to get a realistic hands-on understanding of the capabilities.I’m looking for guidance on the following:Which plugins are m...