Resolved! Notification SLA
How do I create a notification that the SLA is one day away from expiring?
Forum Posts
Unable to make a field mandatory on a case form
Hi, Unable to set the "system" field mandatory. The mandatory field accessed via form design is set to read only. Checked ui policy, client script, acl and business rule but field how this field was set to read only. please help attempted to set th...
Configuration of Dynamic Translation for Agent Chat
Hello Experts, I'm currently trying to configure the Dynamic Translation for our agent chat but I'm a little confused with how to proceed.I've followed the documentation on https://www.servicenow.com/docs/bundle/vancouver-servicenow-platform/page/adm...
Knowledge no access to a pdf file
Hello everyone, I have the following issue.I have attached a PDF file to one of our knowledge database articles. As admin I can see and download it without any problems.Now I have a user with the external role, who can see that a PDF file is availabl...
Knowledge article displays in form layout, not in user friendly one after NowAssist suggestion
Making use of the global search capability on the portal home page ( csm, industry,... ) it will correctly show me - now assist based - to the right answer. When opening the source KB article, it is precented as a classic form and does e.g. not show ...
Resolved! Client Script
client script written onchange of - account owner variable - list collectorfunction onChange(control, oldValue, newValue, isLoading) {if (isLoading) {return;}if (newValue == '') {var myListCollector = g_list.get('ten_cloud_account_name');myListCollec...
Will it be a problem if we create new field on sn_customerservice_task under Scoped application
Hi ,my CSM application is fully scoped application ABCD . x_i<app_name>.abcd , under this scoped application 10+ Major tables created, extended sn_customerservie_casewhen I create fields on sn_customerservice_tasktable : sn_customerservice_task ...
Customized UX Ribbon Component
Hi All, So we have the OOTB "sn-component-workspace-customer360" in the table [sys_ux_lib_component] Have you guys ever been able to create a custom component for a Ribbon? Does it necessarily goes thru coding in VS Code and etc?Is there an easier pa...
Resolved! How to add quantity and attachment from catalog form in csm portal to related RITM, SCTask ?
How to add quantity and attachment from catalog form in csm portal to related SCTask, after submission of the Request ?I want to add the highlighted quantity and attachment from the catalog form in csm portal to respective RITM, specifically to rela...
Customer Order not moving to InProgress state after approval
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 ...
When should the Retire button be visible
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...
is it possible to show Data Visualization in HH:MM:SS format?
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...
Resolved! Need to Remove List Menu Options from CSM Workspace
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,...
NEW ILT Course for CSM Implementers!
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...
Define the Value of Agentic AI—Your Feedback Shapes What’s Next
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...
