Dear All,Customer Order is not moving to InProgress state after approval. It was previously working fine. After upgrading to Xanudu, it is not working as expected. If it is moved to InProgress state manually, the decomposition is not working. Please ...
I am trying to determine what workflow stage(s) a KBA has to be in for the "Retire" button to display.In most of our environments, it displays on a newly created KBA in the "Draft" workflow stage but, we have 1 environment where it only displays if t...
Hi,I'm working on a Requirement: To show First Response Time in "HH:MM:SS" format in Data visualization using Formula Indicator "Case Average Response Time" (OOB) as a Data source.Formula : [[Summed duration of FirstResponseTime]]/[[Number of Respond...
Hi All, I have one requirement, In my current project we are developing for 3 countries, and now what i want to configure is, For Portuguese and German i need to show all the List menu options, but for Belgium country users i only need to show Cases,...
We're thrilled to announce the launch of our brand-new instructor led course: CSM Implementation Workshop. This advanced course is designed for administrators, implementers and architects who want to apply their Customer Service Management and plat...
Have you implemented AI Agent Studio in your production or sub-production environments? We want to hear from you! The ServiceNow UX Research & Insights (UXRI) team is conducting a study to better understand the value and ROI of AI Agents from a custo...
Hello all, In Customer Service Application, Agent Workspace view, User can able to see all the Knowledge Articles, Published articles and Unpublished Articles in LIST View, but when he tries open any record it's not opening on Form view the record is...
In Washington release we followed the below link to enable csm/fsm configurable workspace .Again followed the same in Yokomo release, but not able to enable it here.https://www.servicenow.com/community/csm-articles/default-record-page-configuration-f...
I have some set of data which I have in External Business location table. Now when I register a member, A user is created in sys_user table also a record in service organization external staff. Now instead of registering, how can I add the data throu...
One of our CSM case type includes a catalog record producer with an assessment form used by internal agents fielding customer calls by phone and external end users via CSM portal. The assessment form is a collection of decision trees to determine if...
Hi!In my CSM portal, in the ticket view, I would like to show the title (short_description) of the article instead of the number, but I'm not able to access the corresponding record in "kb_knowledge". It always stay empty. Here is my code sample : va...
Another noob question from me, i'm afraid! So, at my place of work, the CR risk rating is determined by a risk assessment survey essentially. In my PDI I appear to have the same link, it says "Calculate Risk" near the bottom of the CR form under Rel...
Good afternoon-Recently I installed the Lookup and Verify plugin - I have made the consumer and contact configurations Active, and have also double checked the UI actions to ensure they were also active. I have went through every post and documentat...
There is OOTB retention policy for one yearI have a requirement to make the archive record to older than 4yearsbut there is no drop down option available how to configure the dropdown/choice list to make 4 years selectable available(in dropdown) Ple...
We need to add new fonts to the HTML Editor. I tried to modify glide.ui.html.editor.v4.font.collection by adding a new fonts Montserrat=Montserrat;, remove fonts and rearrange the order in the string. Nothing seems to make any difference, it seems li...
