In the ServiceNow Customer Service Management (CSM) Workspace, when comments are added to a case—either by the end user or the agent—they are currently displayed with the same green icon depicting three heads. This uniform representation makes it dif...
Hello Community experts, We are trying to create a Case, Request, and Incident from the Interaction record through CSM Workspace, and they are being created successfully without any issues — because these UI Actions are configured OOB (Out of the Box...
I have a requirement where Contact on one Account should be able to see the cases on Contact on another account.I followed this thread and created the dynamic filter. However, I am not sure how to associate a contact with multiple accounts. How do I ...
Hello, For a customer we are looking for a way to provide faster services. We would like to reduce the quote, order service process by letting the customer pay for serval 'units' in advance. This way when providing services, we can take a 'unit' from...
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Hello Everyone,I have integrated JIRA with ServiceNow for a bulk data import.While fetching comments for each issue, I’m able to dot-walk up to the content and successfully log the values — the data is being retrieved as expected.However, when I try ...
From what I can tell the OOB escalation process is still leveraging workflows. Is this the case? or am I missing something? I know I can call a flow via a wf but just seems odd to have to do this.
Hi! Our agents are using sn_customerservice_agent role so they can create interaction, request and incidents as a 3rd person but, we need to limit their access so they can't access to the CMDB tables. I tried to "duplicate" the sn_customerservice_age...
Hi everyone! Our agents uses ITIL role for their activities at the CSM Workspace but, we need to block them the access to all related to CMDB. I've created some ACL blocking cmdb tables (cmdb_ci_server and so...) but they can still see the CMDB works...
Hello Experts, I have a requirement to show a report on csm portal and can able to show that using report portal, but whenever I clicked on any report section from donut it was redirecting me to the backend list view with correct filter and record co...
I'm trying to figure out how to add a personalized signature block to my case updates in the Service Operations Workspace "compose" feature .It needs to be based on a user who is logged in, rather than the organization appearing to send the email Is...
OverviewIn many real-world business processes, especially those dealing with bulk data uploads, it’s essential to validate the data before loading it into the system. Furthermore, certain actions—such as triggering a transform map—should only happen ...
Hi,Am new snow development.I created the fields Fname, Lname, mail id, address and users( with choices 1,2,3). I want to see the related Fname, Lname, mail id, address values automatically when select the user values like 1,2,3. kindly suggest ho...
we need to add "Refer Back" button apart from "Approve" and "Reject" button in approval widget.this button should be visible for users with role "cpl" and "tpl". And this button will just change the status of approval record to "more" with comments u...
HI All,I have a requirement where a Particular Approval Notification is sent to a Group which contains external (Customers) and Internal Users (Agents).In which we have provided a link when a customer clicks the link, they should be redirected to dif...
