Hello,I noticed that there are no email notifications for agents in the case table (sn_customerservice_case) in Customer Service OOTB.For example, incident table is notified by email to the group assigned to, but not in case table.Upon investigating ...
Hi,We are implementing virtual agent on CSM portal.However the customer wants to have the chat always in expanded mode as it is the only gateway for the Portal users to raise their queries.Users must be able to minimize the window but by default we n...
Hello.I am no longer seeing the Summary of Record Information card in the Configurable Workspace.It is the area circled in red in the attached image. Please let me know if anyone knows what the cause is.In addition, if you know how to erase recorded ...
I have a custom list screen, how to modify the configuration so that the fields on the list screen cannot be changed. The current list fields can be edited. The desired effect to be achieved：Cannot be changed after double clicking. How should this be...
Hi Community,I’m facing an issue accessing my ServiceNow developer instance that I normally use without any problems.As of today, when I try to log in, instead of the usual username and password prompt, it's asking me to set up or enter a passkey — s...
HiWhen SSO is enabled, probably set a password for users log in locally, but not for users log in with SSO.Is it possible to check in user information whether a password has been set?
Hi Community, Here for single RITM, we do have many SCTASKs. So, RITM should get closed only once all tasks are closed. We are doing this in client domain in flow designer. But it's not working. Can anyone please help on this. BUSINESS RULE : var gr ...
Hello Experts,We currently have a UI Action script that creates a Case record from an Interaction and establishes a mapping record in another table. The code works correctly in the following scenario:When the user clicks Create Case, it immediately c...
Hi ServiceNow Community,I hope you're doing well.I'm currently working on a use case where we want to allow external users (public users) to access a custom table (e.g., Lead table) in our ServiceNow developer instance without requiring login credent...
Hi Team, I want to remove mandatory from Resolution Notes when we are closing or resolving the case. I just want Resolution Code to be mandatory. I guess we have a UI Policy and Client Script. UI Policy:Below is the UI Policy, On this UI Policy I ju...
Hi Team, I am working on a Virtual Agent topic that uses the Now Assist Skill (NASK) in the CSM environment. The skill works as expected when tested by a user with the "Virtual_Agent_Admin" role. However, when I try to use it with a CSM user (such as...
Hi we have recently upgraded our Instance to Xanadu and while working on the Risk Assessment Form (sn_risk_advanced_risk_assessment_instance) we have observed while completing the assessment the worknotes and additional comments field are both visibl...
we have domain seperated servicenow instance(Like process vital, vital vision, global and default), in that all approval records which are under vital vision domain are updated to default domain by system.... how to get which code is updating this do...
I am newer to ServiceNow and I am having difficulty on a business rule. The goal is to add a record to sys_user_has_role for the consumer if a certain field on their csm_consumer record is updated.Using a Business Rule on csm_consumer table if the fi...
Hi Community,I’m currently exploring ServiceNow and would like to implement a complete use case in my ServiceNow Developer Instance that mimics a real-world customer journey — from lead generation to incident resolution.Here's the flow I want to buil...
