CSM escalation process still using workflows
From what I can tell the OOB escalation process is still leveraging workflows. Is this the case? or am I missing something? I know I can call a flow via a wf but just seems odd to have to do this.
Forum Posts
How to create custom sn_customerservice_agent rol without CMDB access
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...
Resolved! How to block CMDB Workspace
Hi everyone! Our agents uses ITIL role for their activities at the CSM Workspace but, we need to block them the access to all related to CMDB. I've created some ACL blocking cmdb tables (cmdb_ci_server and so...) but they can still see the CMDB works...
Report Drilldown on csm portal for report widget
Hello Experts, I have a requirement to show a report on csm portal and can able to show that using report portal, but whenever I clicked on any report section from donut it was redirecting me to the backend list view with correct filter and record co...
Personalized Signature Block
I'm trying to figure out how to add a personalized signature block to my case updates in the Service Operations Workspace "compose" feature .It needs to be based on a user who is logged in, rather than the organization appearing to send the email Is...
Creating Custom Actions for Controlled Data Load and Transformation in ServiceNow
OverviewIn many real-world business processes, especially those dealing with bulk data uploads, it’s essential to validate the data before loading it into the system. Furthermore, certain actions—such as triggering a transform map—should only happen ...
How to fetch the filed values in the form
Hi,Am new snow development.I created the fields Fname, Lname, mail id, address and users( with choices 1,2,3). I want to see the related Fname, Lname, mail id, address values automatically when select the user values like 1,2,3. kindly suggest ho...
Refer back button in approval widget
we need to add "Refer Back" button apart from "Approve" and "Reject" button in approval widget.this button should be visible for users with role "cpl" and "tpl". And this button will just change the status of approval record to "more" with comments u...
Dynamic Email Body Based on receipient
HI All,I have a requirement where a Particular Approval Notification is sent to a Group which contains external (Customers) and Internal Users (Agents).In which we have provided a link when a customer clicks the link, they should be redirected to dif...
Email Client: How to send email on behalf of more than 1 email box
We have 3 different functions working in our ServiceNow Instance (Service delivery, Finance, Support). Each function has its own shared email box, and we need for each group to be able to send/receive email on behalf of their specific email address....
CSM Configurable Workspace
When we click an order, such as ORD0004479, it should only redirect to the order page. Instead, it currently goes to the order line item. The expectation is that it should stay only in the order table. How can we configure that, and any one can any...
Close Case Script - Add Work Notes
I am writing a background script to close out a large number of cases that have been stuck in the Resolved state. The script itself is fairly straightforward — it simply closes the cases and updates a few fields such as Account, Contact, Assigned To,...
In engagement messenger how do I modify the default font
In engagement messenger how do I modify the default font to a different one and how do I modify the background colour and tiles css?
CSM - Jira integration - SLA CALCULATION
Hello Everyone, I'm currently working on the Jira migration and need some guidance regarding Jira to ServiceNow data migration, specifically around SLA calculations. I want to understand which date/time fields we need to extract from Jira so that we...
Adding Multiple Users to Watch List Field via Flow Designer Mapping
I have a string of user names or email addresses, separated by commas.I need to add all those users to the Watch list field on the CSM Case (sn_customerservice_case) table using Flow Designer mapping.Since the Watch list field is of type List (refere...