24x7 and Hong Kong time zone not showing
Hi, may I ask why the 24x7 in Schedule field and Hong Kong timezone is not available when I create a new SLA Definition record? Could you please help me understand why it's missing?
Forum Posts
Resolved! Notification if SLA 40% left time.
How do I send notification to the assigned person once the SLA only left 40% of the time.
Best practice for modeling Merchant business hours in CSM
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...
Resolved! User Stories for CSM and SOM
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...
Resolved! Financial Institutions and Merchants in CSM: Accounts, Consumers, or Other Entities?
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...
Inbound emails being processed inconsistently across tables / truncated vs. Show full conversation
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 ...
Synch form and email composer
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...
CreatCSM groups and show only those groups in CSM case form.
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
CSM: Query BRs are failing when we Schedule the report.User can able to see complete list of records
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...
How to filter agent assist results by Knowledge Base
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=...
"Enable Interaction Controls" field in Openframe configuration
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...
To be able to flag cases which are re-opened and to hold re-open reasons
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...
Categorizing Accounts that are Government Agencies in a B2B2C model
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...
UI actions in workspace disappeared after upgrade from washingtondc to Yokohama
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 ...
Document Intelligence Custom Use Case
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...
