How to find which users are consuming what type of license in CSM? And how to find list of users who have what role types?And I have an issue - in production instance I am not able to see subscribed groups and users whereas in temp, I am able to see ...
Hello Community,I just wanted to know what are the product licenses used based on roles in Customer Service Management (CSM).
I'm familiar with ITSM and new to CSM. In ITSM I used to set up service portal in such a way users with snc_internal role can access their incidents and interact with it via sp. What is the equivalent role in CSM where an internal user can just see t...
I have created a inbound action, when I send an email the inbound action is creating the case record which I can see on the email logs but the same record is not visible on the list or on the target field Similar case I found below but no solution fo...
One of my user hitted 'Switch to Next experience button' after that dashboard is migrated and if i trying to open dashboard it giving page not found how can i resolve it
Hello Team, I have created a inbound action, when I send an email the inbound action is creating the case record which I can see on the email logs but the same record is not visible on the list or on the target field Below is the script I'm using...
I have a catalog item in Service Portal with the following behaviour. 1. User enter a Customer Name2. User selects an Account Number3. Based on selected Account Number, the system automatically creates a row in a Multi -Row - variable set called Top...
In CSM workspace Activity stream icon colour Greyed Out for all users(Image 1) , but in SOW workspace its correctly showing(Image 2).We have checked theme polarise but won't helps.Does anyone have any one idea why its not working in CSM workspace onl...
Within CSM Workspace, when a user uses Agent Assist to attach a KB article to a case, a link is added to the Comments field. We don't want this behavior. I've removed the "comments" field from the Attach note field in the Search Action Configurati...
Hi, We are trying to reorder our contextual sidebar in our CSM FSM Workspace. We need to make the attachment as the first sidebar to be seen in the record as an example. We already change the order of record information and attachment in below tab...
Hi all, I am trying to create a topic for a publication in the esc portal but the issue I have is that ServiceNow only gives you 3 content types OOB which is Knowledge, Catalog and Quick links. How can I create a content type for a publication page.
Hi colleagues, I am trying to set a maintain item that users are able to select the service offerings that their company is subscribed. I have tried by selecting the service_offering list, but is not showing all the services. I have done this: - Type...
Hi everyone,I’m facing an issue with the Record Playbook component in UI Builder and would appreciate any suggestions.Scenario: My Record Page is built on the Task table.Initially, the Playbook was associated directly with the Task, and the Hide Tab...
Hello there!I need help regarding concerns with ServiceNow capabilities using CSM. As I am also doing my own research due to zero experience in CSM, please help me to verify if these four requests can be achieved using ServiceNow CSM:1. Customer's ca...
Hi All,I hope this article is helpful for anyone using a custom table in the CSM/FSM Workspace and looking to implement functionality similar to the out-of-the-box (OOB) Core Case. It explains the configurations that need to be updated to enable the ...
