Hello, I'm getting the field value "Web" on "channel" field in case form how to remove this option but rest all options are working fine. checked the business rules, client scripts, Ui policies but not found anything related to WEB. Kindly help on th...
Hello,I’m looking to understand whether it is possible to allow external users interacting with the CSM Portal to use a reference variable within a service request to select from a list of users. Specifically, I am trying to determine if there is a s...
Hi,we have a use case, where we are having 10+plus languages and we have setup engagement messenger in 3rd party applications and we want to have the content, here it is related to CSM record producer want to translate in their respective languages. ...
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...
Please help me for below quires or suggestions 1. I have configured AWA for incident table. 2. Issue - Capacity -in-use is re setting to zero after few min example. I have given default capacity 2. Agent is holding 5 cases with in- progress state...
OverviewThe Customer History tab in Customer Service Management (CSM) Workspace provides agents with a consolidated timeline of customer-related activities and interactions.Out of the box, Customer History resolves context using the standard Consumer...
Hello everyone,In UI Builder, the AI Summary card is visible in the Source-to-Pay workspace, but it is not appearing in the actual workspace UI. About a month ago, it was working correctly and was fully visible.We have already verified that all requi...
Hi AllCan anyone share best practice collaboration tooling when working with the system integrator, e.g. teams, SharePoint that both parties can access?Cheers
Hello Community,I am currently learning ServiceNow and would like to explore Customer Service Management (CSM) to prepare for upcoming CRM-related projects.I have a Personal Developer Instance (PDI) and tried searching for the following plugins:Custo...
hi I am finding it difficult to log time against a CTASK when working in the Service Operations Workspace, unlike with RITMs.For RITMs, there is a ‘New’ UI action available under the Related Records tab to add time. However, in the case of CTASKs, th...
{ "error": { "sourceErrorResourceName": "getActualDuration", "sourceErrorMessage": "Error: Cannot read property \"ragResponse\" from undefined,Detail: Cannot read property \"ragResponse\" from undefined", "sourceErrorResourceId": "337f2a741b65ae10b3a...
According to the documentation: https://docs.servicenow.com/bundle/newyork-customer-service-management/page/product/customer-service-management/reference/csm-integration-sm-request.html it's possible to associate Requests to Cases. I have achieved th...
Hi Everyone,In the Classic Native UI, we have a yellow-colored side bar line for Work notes and a black side bar line for Additional comments inside the activity formatter. Is there any way we can achieve the exact same look inside the CSM Configurab...
How can we add Playbook as first tab in CSM workspace front-line case page? Also how to add a custom UI action in an particular Playbook activity card only and hide OOB ui actions? Thanks In advance .
Hi All, Our instance has been upgraded to Australia release, I see few buttons missing in Service Operations Workspace after upgrade. For Published articles, below actions are missing. Also for Retired Articles, "Edit" button is missing Please sugges...
