Populate Service Contract and Entitlements on a Case form depending upon the Product
Populate Service Contract and Entitlements on a Case form if we have an entitlement with a product matching what was enter in the "Product" field.
Populate Service Contract and Entitlements on a Case form if we have an entitlement with a product matching what was enter in the "Product" field.
My company has a retail helpdesk that uses a scope ServiceNow CSM application. We're also integrated with Five9 so agents use the Five9 adapter to manage their calls directly in ServiceNow. We have a requirement that agents should track every inbound...
Hello ServiceNow community, I have been tasked with implementing customer sso login to our new customer portal, App id: sn_b2b_portal. After reading the documentation and doing some research, it sounds like this is possible in a variety of different ...
Hi, I want to associate multiple addresses with an account like billing address, shipping address, site address etc. The OOTB table provided for the same is account_address_relationship table. However, whenever I try to create an entry into that tabl...
Hi. I have the following problem with the time_worked field on workspace.When I save a record on the backend, the time_worked timer field starts counting down from zero. In addition, a record is created on the task_time_worked table. This is how it s...
When selecting the + button (chrome_tab) within CSM Workspace and choosing 'New Case', I want to force the Case Type Selector, the same way you would through the 'Create Case' buttons. How can this be achieved?
The users are not able to create a custom list under My Lists tab in any workspace (OOB SOW workspace and custom built Workspaces).I believe these lists are created in sys_ux_my_list table as my custom lists appear here.There are two ACLs but both st...
I am trying to create a set of child cases for a major case. Child case creation works fine but all the child cases have default priority and doesn't synch the priority from the parent( Major case) Steps to replicate :1.Create a major case or accept ...
Hi All,I am not a CSM expert and I have a question. We are trying to solve for a visibility issue once a CSM case is escalated. Once the CSM case is to be Escalated, the "Tier 1" needs to have visibility to the escalated case so they can add commen...
#Role: You are a ServiceNow technical expert in CSM who needs to troubleshoot the issue below and come up with a solution. #Problems to troubleshoot:We have two case types: "complaints and escalations," which is OOB, and another custom-created, "te...
Hi,I have a bit of a problem. I'm consulting (and implementing) at a customer who just got ServiceNow. There's another consultant of a different company in the project, who has much more experience than me. This consultant suggested that the customer...
Hi Everyone,I am facing an issue while trying to apply email templates from the Email tab in CSM/FSM Workspace. When I click on the “Apply email templates” icon within the email composer, the templates are not being applied as expected. Steps to Repr...
Hi Experts,I am trying to change the color of the Case Number field in CSM Workspace list view using UX Highlighted Values.What I have done:Created a Highlighted Value configuration for:Table: sn_customerservice_caseField: numberAdded conditions:when...
Hi, I want to share a custom dashboard with a report on incidents to the contact accounts (Users with sn_customerservice.customer and snc_external roles). I have already shared the dashboard with these 2 roles but when I impersonate the customer acco...
I am facing an issue in Service Portal where the text entered in a widget textbox disappears within a few seconds. This happens only in one instance, but in another instance the same widget works correctly. The widget code (client, server, HTML) is i...