Need to setup a schedule for SLA
HI Community, How can we setup the schedule from mon (2am) to sat (2am).I need to run the sla from monday 2am till sat 2am no stopping in-between hours.Is it possible to do so? Thanks in Advance
Forum Posts
Resolved! How can I allow end users to escalate cases themselves in ServiceNow CSM portal?
Hi everyone,I’m working with ServiceNow’s Customer Service Management (CSM) portal and would like to enable end users to escalate their own cases directly from the portal. Currently, I understand that cases are typically escalated by support agents, ...
OpenFrame API openCustomURL
Hi community, When i use openFrameAPI.openCustomURL('/now/cwf/agent/home') to open CSM workspace, i meet a problem.When i run openFrameAPI.openCustomURL('/now/cwf/agent/home') out of CSM workspace, i can open CSM workspace successfully, but when ...
In a table, I had 4 fields, Knowledge Base, Domain, Groups and Users.
I have a table with four fields: Knowledge Base, Domain, Groups, and Users. The Groups and Users fields are list collectors. I need to create a database view or report that displays each user and each group as a separate record. Example : At Presen...
Knowledge base pratical usage for operation manuals and process handouts
Hi All. Not quite sure if this question realy belongs to the CSM Forum or my be better addressed in another forum. So please excuse if that's the case. I'm currently looking at better ways of creating operation handbooks and process guidelines/handou...
From what places in SN can an agent create a case?
From what places in SN can an agent create a case? (Choose three.)o Customer Service Applicationo Contacto Accounto Chat which is the correct option ?
What role is required for contact users to approve a record from CSM portal
What role is required for contact users to approve a record from CSM portal, I was getting below error eventhough he is having approver_user role. could you please help me with this
Which role is required for Customer Contact User to access CSM Workspace
Which role is required for Customer Contact User to access CSM Workspace
Contacts vs Consumers
Hello everyone in the community! This is my first post. I would like to know about the CSM data model. In B2C, we use the Consumer table (used for raising cases) and the Consumer User table (used for logging in to the portal). On the other hand, in...
Ticket Configuration Cases - CSM
Hi,There was a requirement to add Additional fields in the standard ticket page like Description, Contact along with the fields visible. I configured those additional fields using Standard ticket configuration for case table in the info fields. But t...
Unable to get Popup in Agent Workspace inbox
hi Team,I have 2 service channels, one is in global (oob) and we have created one more service channel (custom application), in presence state available work items contains both global and custom application service channels.When agent is available a...
Link to do the course Certified Implementation specialist - Customer Service Management
I want link to do the course Certified Implementation specialist - Customer Service Management Thanks In Advance
How to add options to attachment CSM workspace.
How to add options to attachment tab doocument options in CSM workspace.
Playbooks for portals - Page not found for playbook content item
#playbooks #playbookforportal I am trying to create a new content item for playbooks on portals. When I click on "try it", it just shows a page not found error. For context, I am trying to follow this exact tutorial. I have a record generator and usi...
Resolved! Process Import Set to Multiple Tables
Hi everyone, We get an Excel file from Dell that contains our computer assets and the contract they are associated with. We want to process that Excel file and do the following:Create a contract if one does not exist.On the Asset record, add the cont...
