what is escalation matrix of incident?

"Setting a Specific Page as Your Static Homepage: How Do You Do It?"

I'm seeking guidance on setting a specific page which is https://apkinbox.net/apk/acting-lessons/ as my static homepage for my website. Can anyone share the steps or offer advice on how to achieve this effectively?

csm portal copy attachment at the time incident creation not opend attachement why

csm portal copy attachment at the time incident creation not opend attachement  but once case created case incident attachment working as expected please guide thank in advance

Skip verification HR Configurable workspace

Hi All/ @Ankur Bawiskar / @Sandeep Rajput , What is the OOB behavior if user is not present in system & HR agent click skip verification how opened for, Subject person fill will be populated ? Let's agent want to manually enter the user name which is...

Ask for Approval action still in waiting state after updating its state as "No longer required".

Hi Everyone,Below is my flow:  step 10&11: I am executing parallelly "Ask for approval"  and update its state as "No longer required"  for that i have  create approval record with passing group record reference  and assign to one of the group as bell...

Robust Transform Processing Issues

Hi everyone, I'm attempting to use Robust Transform to process an Excel file and do the following in this order:Using a contract number on the Excel file, create a contract on ast_contract if one does not exist.Using the computer serial number on the...

Issue with Configuring the Email Template icon in contextual sidebar in CSM Configurable workspace

I have the Email Template icon works fine on my PDI but in dev instance i added it using the UX Screen Collection "Email Template" and add a new record in UX App Route so it appears but with doing nothing. So anyone can help on this, how can i make t...

Changing Color of Case Number in Workspace

I want to have my Case Number change color based on Business Elapsed Time. Lets suppose if the business elapsed time is >75% the Case Number should appear Red on the list view on Workspace.I tried using Field Styles but it is not working on Workspace...

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

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...