Adding Recommended actions option to the side panel in workspace
I want to add Recommended Actions option in the contextual side panel of the Workspace. Can anyone help how to achieve this. Thanks in Advance
Forum Posts
Create a Case for Custom Case Type from Request
In this article, I will guide you through the process of creating a case for a custom case type. When a request is raised, follow the steps below to generate a case from it:Step 1: Extend the Script Include RequestManagementIntegrationConstants with ...
Resolved! Workspace 'Compose' section - disable autocomplete suggestion for the 'To' field?
Is there a way to limit what users are shown in the 'To' autocomplete suggestion field for the 'Compose' section within the CSM Workspace? Or even a way to turn off that suggestion altogether (thus rendering agents to have to manually type in each em...
Standard Ticket Configuration - Show more/Show less not visible to see snc_external
Hi All, in the standard ticket page snc_External users are unable to see the Show More/Show less toggle which we configure from the Standard Ticket Configuration. is there a way to fix this issue? Thanks in Advance!
Resolved! CSM/FSM Congifurable Workspace List Layout edit
Hello,I am trying to edit the list layout of my CSM Workspace, can anyone help me from where can i change this layout?
Example CSM Portals
Hi all,I’m currently designing a CSM portal for our Managed Service clients and would be really interested to see any innovative approaches others have taken. Our primary use case is enabling clients to:• Raise enhancement requests directly into our ...
Resolved! Consumer vs Consumer User - Avoiding Registration
As the title says: I'm trying to figure out how to circumvent Consumers needing to 'register' for the CSM portal. By what I've read, the difference between the Consumers and Consumer Users is primarily 'registered' or 'not'. I'm attempting to avoid r...
In Business Portal for SOM use cases - getting 404 error at Cart Checkout/RFQ
This is for the SOM Team - Business Portal Functionality. I am trying to enable the Business Portal for SOM Functions - catalog/quote/order/ordercase etc. I am getting a 404 error when i try to 'check out' from the shopping cart or request a quote....
Which plugins are required to test CRM and SOM on a PDI?
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...
AWA query regarding skill determination table
Hello Community,could you please help me with a awa query.I have configured a working model under **Advanced Work Assignment (AWA)** in our **Dev** environment where cases are being assigned based on **skills** using **Skill Determination Rules**.How...
ServiceNow Portal for Internal Users and External users from CSM
we need 2 portals one for internal and 2nd for external users, i know CSM can help to achieve this, any process / documentation would help? please advise.
Need to change the state in interaction table when customer Replies
Hi Everyone,I want to change the state On Hold to Work in progress when customer replies to an interaction form. I am facing a challenge here. There is no Additional comments or work notes got update when customer replies. How to achieve this?Your so...
Account Address Not Showing Location
Experts, I have recently started looking into CSM capability. While going through the location to customer account relationship, the location field on the 'Account Addresses' (account_address_relationship) is not showing any location references . On ...
Resolved! How to disable Service Channels in Workspace if presence state not joined? (Advanced Work Assignment)
Hi together, We want to start with Advanced Work Assignment soon and have different Presence States and Service Channels for this. For example: Presence State AvailableAnd below that the Service Channels: Requests-A, Requests-B and Requests-C The pro...
Scoped Contextual Search
I wanted to create a scoped version of Contextual Search in Virtual Agent. Here's how I did it. Hopefully this helps someone. Change scope to ITSM Virtual Agent ConversationsDuplicate Contextual Search topic blockIn VA Designer, open the topic block ...
